Lead, coach, and performance-manage an APAC regional pod spanning Growth, SMB, Mid-Market, and Enterprise.
Own the APAC pod’s weekly, monthly, and quarterly performance cadence (forecasting, risk reviews, renewals health, expansion motions).
Ensure consistent application of CS processes, internal SLAs, and documentation standards across the pod.
Partner with Sales and AM counterparts to drive account plans, renewals execution, and expansion opportunities.
Build escalation readiness
clarify decision rights, run the regional escalation loop, and coordinate cross-functional response.
Improve onboarding, adoption, and retention outcomes by identifying process gaps and implementing scalable fixes.
Develop talent
onboarding, coaching, and creating clear growth paths for CSMs in the pod.
Maintain strong product knowledge and ensure the pod stays current on new features and policies.

Meaningful people leadership experience in Customer Success (or equivalent customer-facing leadership).
Strong customer lifecycle command across onboarding, adoption, renewals, and expansion.
Proven ability to manage high-stakes escalations with calm, structured decision-making.
Strong operational discipline
can instrument, report, and improve performance through data.
Experience coaching across multiple segments and account complexities.
Comfortable in a global, async environment with strong written communication.
Writes and speaks fluent English.
Demonstrates strong automation and AI capabilities.
It's not required to have experience working remotely, but considered a plus.

Manager, Customer Success – APAC

Key skills