Manager, Customer Success – APAC, EMEA

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

📋 Description

• Assist the global customer success team in guiding GRC clients from the onboarding phase through to audit readiness, collaborative delivery, and contract renewal.

• Lead the APAC Customer Success Manager team while actively engaging in key client relationships, ensuring audit preparedness, and designing internal processes.

• Provide daily leadership, direction, and operational management for the APAC CSM team, with additional support for EMEA teams as needed.

• Oversee team performance management, which includes goal-setting, one-on-one meetings, and formal evaluations.

• Cultivate a high-performance, customer-focused culture through coaching, mentoring, and opportunities for professional growth.

• Serve as the main escalation point for issues related to customers, operations, and team dynamics.

• Collaborate with the Global Director of Customer Success & Sales Engineering on departmental goals and strategic projects.

• Prepare and present operational reports, performance dashboards, and business analytics to senior leadership.

• Temporarily manage assigned client accounts during periods of scaling, transitions, or coverage gaps.

• Oversee renewal processes, recurring client interactions, expansion requests, scope modifications, and proposal development.

• Provide insights on pricing and packaging informed by client feedback.

• Develop and implement a Customer Success strategy for a specific APAC portfolio segment.

• Drive initiatives aimed at enhancing retention, growth, satisfaction, and long-term account health.

• Work collaboratively with Delivery, Audit, Sales, Sales Engineering, Technology, Operations, Finance, and Accounts teams.

• Maintain Salesforce and HubSpot integrations and ensure proper Salesforce governance.

• Create workflows and automations to optimize Customer Success and Audit Delivery processes.

• Collaborate with MSP partners and Accounts to synchronize billing and service delivery.

• Develop training materials and conduct onboarding sessions.

• Mentor colleagues and share best practices across the team.

• Act as a subject matter expert for the wider Customer Success team.

⛳️ Requirements

• Minimum of 5 years’ experience in Customer Success, Account Management, or a client-facing role.

• At least 2 years of direct experience leading, coaching, and managing the performance of a Customer Success or client-facing team.

• Proven success in hiring, developing, and retaining top-performing talent.

• Strong proficiency in Salesforce, including opportunity management, automation, and field configuration.

• Solid knowledge of HubSpot, including workflows and pipelines.

• Experience with client contracting tools and project management tools such as Jira.

• Exceptional written and verbal communication skills.

• Ability to manage multiple client relationships at the same time.

• Skill in identifying process inefficiencies and driving enhancements through documentation and structured playbooks.

• Experience collaborating across Sales, Delivery, Technology, and Finance/Accounts teams.

• Familiarity with SOC 2, HIPAA, and GDPR compliance frameworks.

• Background in working with MSP partners or in a channel/partner management setting.

• Experience in audit delivery, GRC, or information security.

• Knowledge of creating training content and facilitating internal training sessions, such as Loom recordings and live workshops.

• Exposure to billing and revenue operations processes.

• Candidates must be based in Australia.

🏝️ Benefits

• 30 days of Annual Leave.

• Personal/carer's leave.

• Parental leave.

• Volunteer days.

• Salary packaging and novated leasing program for vehicles.

• Flexible and remote work arrangements.

• WeWork subscriptions.

• Access to local offices for team collaboration.

• Annual discretionary performance-based bonus.

• Tuition reimbursement.

• Support for professional certifications (CA/CPA etc.).

• Structured mentorship opportunities.

• Choice of a high-spec Mac or PC setup.

• DEI initiatives.

• Employee resource groups.

• Comprehensive wellness programs.

• Eligibility for commissions.