Own and manage a subset of key accounts, ensuring health and success with our product, securing renewals and expanding ARR
Manage, mentor, and develop a distributed team of Customer Success Managers across APAC
Define and execute regional Customer Success strategies in alignment with the global vision, adapting for regional market needs
Partner with the Global Director of Customer Success to set goals, track performance metrics (NDR, GDR, churn), and drive global consistency
Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion
Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization
Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing to ensure frictionless customer experiences
Represent the voice of global customers by gathering regional insights and informing product roadmaps
Drive continuous improvement of processes, tools, and playbooks across both regions
Champion collaboration between regions, fostering a culture of shared learning and global best practice
Occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders
Work flexibly across time zones, coordinating with global peers and customers to meet business needs

Fluent in Mandarin
7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience
Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting
Operational excellence in process design, forecasting, and metrics tracking
Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies
A global mindset
curious, culturally aware, and adaptable
Interest in blockchain, cryptocurrency, or digital asset industries
Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working.

Regional Manager – Customer Success

Key skills