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, primarily composed of Customer Success Managers located in Australia.

• Offer strategic insights on customer strategy, roadmaps, account governance, and ongoing strategic discussions.

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

• Create strategies for account expansion and identify additional services and solutions for clients.

• Supervise onboarding, training, implementation, support, hiring, capacity planning, and advocacy for key customer accounts.

• Collaborate with Account Management to boost NRR, GRR, and NPS.

• Track and manage customer satisfaction while implementing enhancements with internal teams.

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

• Propel segment and regional strategy, analysis, KPIs, and reporting.

• Handle multiple workflows and engage in continuous improvement initiatives.

• Provide coaching and mentorship to the team while refining the Customer Success model and fostering a culture of accountability.

• Maintain thorough knowledge of customers' businesses and industries.

• Define skill development plans and organize training sessions.

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

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

⛳️ Requirements

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

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

• Familiarity with business metrics, customer satisfaction, value delivery, and growth.

• Strong technical expertise and the capability to translate complex concepts into customer-facing business value.

• Proven ability to identify and pursue opportunities for account expansion and growth.

• Excellent project management skills with experience managing intricate consulting projects from start to finish.

• Prior experience in account adoption and retention roles.

• 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 complex environments is advantageous.

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

• Previous experience managing 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 field is advantageous.

• A national police history check and reference checks are required prior to employment.

• Applicants must be legally authorized to work in Australia without the need for company visa sponsorship.

🏝️ Benefits

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

• WFH set-up allowance.

• $1500 USD annual Learning & Development allowance.

• Annual leave plus two additional UpGuardian leave days.

• 18 weeks paid Parental Leave.

• Personal Leave Allowance including sick and carer's leave.

• Fully remote working environment with no mandatory office attendance.

• Top-spec laptops.

• Paid subscriptions for generative AI tools.