Manager, Customer Success - APAC - Remote

Overview

This position involves leading and scaling a regional pod that covers all Customer Success segments in the APAC region, focusing on improving customer experience and retention.

In Short

• Lead a regional pod for Customer Success covering Growth, SMB, Mid-Market, and Enterprise.
• Accountable for execution and customer retention outcomes.
• Collaborate with cross-functional leaders to enhance the customer experience.
• Drive consistent execution of customer success strategies.
• Manage high-stakes escalations effectively.
• Improve performance through data analysis.
• Coach team members across various customer segments.
• Fluent in English, both written and spoken.
• Experience with automation and AI is a plus.
• Work in a global, asynchronous environment.

Requirements

• Experience in Customer Success or equivalent customer-facing leadership.
• Strong understanding of customer lifecycle management.
• Ability to manage escalations calmly and effectively.
• Operational discipline with a focus on performance improvement.
• Coaching experience across different account complexities.
• Comfortable with asynchronous communication.
• Strong automation and AI capabilities.
• Remote experience is beneficial but not required.

Benefits

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours.
• 16 weeks paid parental leave.
• Mental health support services.
• Stock options.
• Learning budget.
• Home office budget and IT equipment.
• Budget for local in-person social events.