Director, Customer Success – APAC

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• Develop and implement the APAC Customer Success strategy, which encompasses segmentation, coverage models, and a regional operational plan that aligns with company objectives.

• Assume responsibility for regional retention and expansion goals (NRR, gross retention, renewal rate) and be accountable for forecasting and reporting these metrics to executive leadership.

• Act as the executive sponsor for significant brand, seller, and agency accounts, overseeing strategic business reviews and addressing high-stakes escalations.

• Recruit, onboard, and nurture a high-performing APAC Customer Success team, establishing benchmarks for coaching, performance management, and career advancement.

• Provide mentorship to CSMs and serve as the senior escalation point and subject-matter expert for the region.

• Foster a team culture centered on accountability, customer focus, and data-driven decision-making that transcends time zones.

• Create a proactive framework to identify churn risks and expansion opportunities across the regional portfolio, holding the team accountable to this framework.

• Lead discussions on cancellations, downgrades, and executive-level retention, while refining retention playbooks and escalation procedures.

• Enhance product adoption and program performance to ensure customers experience measurable ROI from Levanta.

• Design and scale Customer Success processes, playbooks, outreach and communication cadences, and tools, customized to fit regional business and cultural practices.

• Leverage AI and automation, including AI agents, to boost team efficiency and improve customer outcomes.

• Establish team metrics, health scoring, and reporting mechanisms that provide leadership with clear insights into regional performance.

• Collaborate with Sales, Partnerships, Product, and department leaders to develop and implement success efficiencies and shape the APAC go-to-market strategy.

• Share regional insights (marketplace dynamics, seller behavior, platform trends) with the broader Customer Success and Product teams to influence the roadmap.

• Participate in the APAC Levanta Seller Community as a Customer Success Guide, addressing friction points and reinforcing value and best practices.

• Report to the VP of Customer Success, representing the regional customer perspective to Product, Sales, and Partnerships leadership.

⛳️ Requirements

• Over 10 years of experience in Customer Success within B2B SaaS, including 5+ years of leading and developing Customer Success or Account Management teams, preferably including managers or senior CSMs.

• A proven history of owning and achieving retention and expansion targets (NRR, gross retention, renewal rate) at either a regional or segment level.

• Experience managing accounts in eCommerce, marketplace, and/or D2C; familiarity with the Amazon Seller ecosystem is highly advantageous.

• Demonstrated experience in building AI agents or utilizing AI and automation within Customer Success workflows.

• Proven track record of developing Customer Success strategy, processes, and playbooks from scratch in a fast-paced, high-growth environment.

• Exceptional written and verbal communication skills, capable of leading executive-level discussions, including cancellations and escalations, with empathy and clarity.

• Strong cross-functional collaboration with Sales, Partnerships, and Product leadership.

• Based in APAC and fluent in English and Mandarin; an additional regional language is a plus.

• Familiarity with tools such as HubSpot, Linear, Slack, WeCom, Pylon, Claude, and Amazon Seller Central.

• Must have a permanent residence in one of our hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, Washington, Colorado, Massachusetts, North Carolina, Pennsylvania, or DC.

🏝️ Benefits

• A dynamic and supportive work environment that fosters innovation and creativity.

• Competitive salary and benefits package.

• Flexible vacation and sick leave policy, allowing you to take the time you need.

• Opportunities for professional growth and advancement within a fast-growing startup.

• A culture that prioritizes diversity, inclusion, and acknowledges the contributions of every team member to our success.