Director of Customer Success, APAC

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead and oversee the APAC Customer Success team, which primarily includes Customer Success Managers located in Australia.

• Provide strategic insights on customer initiatives, roadmaps, account governance, and ongoing strategic discussions.

• Formulate adoption strategies, delivery plans, and economic models to enhance customer experience on a large scale.

• Create strategies for account expansion and pinpoint additional services and solutions for customer needs.

• Manage onboarding, training, implementation, support, recruitment, capacity planning, and advocacy for key customer accounts.

• Collaborate with Account Management to boost Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Net Promoter Score (NPS).

• Monitor customer satisfaction levels and implement enhancements in conjunction with internal teams.

• Work alongside Segment leadership to advance standards, processes, tools, and global alignment.

• Propel segment and regional strategy, analysis, Key Performance Indicators (KPIs), and reporting efforts.

• Handle multiple workflows and engage in ongoing improvement initiatives.

• Coach and mentor team members while refining the Customer Success model and fostering a culture of accountability.

• Maintain thorough knowledge of customers' industries and businesses.

• Define skill development plans and organize training sessions.

• Set performance objectives, conduct quarterly and annual performance assessments, and assist with compensation processes.

• Prepare and deliver regular executive summaries and updates to leadership.

⛳️ Requirements

• A minimum of 7 years of relevant experience in customer success, consulting, software implementation, SaaS operations, sales, or leadership roles.

• Profound understanding of SaaS, go-to-market strategies, and execution models.

• Knowledge of business metrics, customer satisfaction, value delivery, and growth strategies.

• Strong technical background with the ability to convert complex concepts into business value for customers.

• Proven track record of identifying and pursuing opportunities for account expansion and growth.

• Excellent project management abilities, with experience overseeing complex consulting projects from start to finish.

• Previous experience managing account adoption and retention.

• Technical proficiency with software applications, tools, and internal systems.

• Exceptional written and verbal communication skills.

• Experience with Customer Success tools such as GainSight or ChurnZero is a plus.

• Leadership experience in fast-growing, technically intricate environments is advantageous.

• Familiarity with CRM systems such as Salesforce or HubSpot is beneficial.

• Prior experience in managing and operating Technical Support and Implementation is a plus.

• Demonstrated success in increasing NRR/GRR is an advantage.

• Knowledge of cybersecurity best practices is a plus.

• A Bachelor's Degree in Business, Engineering, Cybersecurity, or a related discipline is advantageous.

• A national police history check and reference checks are required before commencing work.

• Candidates must be legally authorized to work in Australia without needing company visa sponsorship.

🏝️ Benefits

• Monthly Lifestyle subsidy for financial, physical, and mental well-being.

• Work-from-home setup allowance.

• $1500 USD annual allowance for Learning & Development.

• Annual leave plus two additional UpGuardian leave days.

• 18 weeks of paid Parental Leave.

• Personal Leave Allowance, which includes sick and carer's leave.

• Fully remote working environment with no mandatory office attendance.

• High-spec laptops provided.

• Paid subscriptions for generative AI tools.