Regional Manager, Customer Success – APAC

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

📋 Description

• Oversee, mentor, and develop a team of Customer Success Managers to achieve regional retention, adoption, and growth objectives.

• Set clear KPIs and performance expectations, ensuring consistent monitoring and accountability.

• Cultivate a culture of accountability, teamwork, and continuous improvement.

• Enhance individual development through regular feedback, coaching, and performance evaluations.

• Convert the global Customer Success strategy into actionable regional plans that address local customer needs and market conditions.

• Represent Customer Success in regional planning discussions and facilitate cross-functional alignment.

• Collaborate with Sales, Marketing, Advanced Data Solutions, and Product teams to support joint account planning and customer engagement strategies.

• Ensure that CSMs proactively identify cross-sell and up-sell opportunities and work closely with Account Managers to advance them.

• Guarantee the delivery of measurable customer outcomes, including adoption, satisfaction, and renewal performance.

• Serve as an escalation point for complex customer issues within the region.

• Advocate for customer feedback to guide product and process enhancements.

• Maintain accurate reporting and data integrity to provide clear insights into customer health, risks, and opportunities.

• Encourage consistent use of tools, processes, and reporting across the regional team.

• Work collaboratively with internal teams to streamline handoffs and enhance the overall customer experience.

• Build strong working relationships with regional Sales, Product, Marketing, and Operations teams.

• Participate in regional planning and leadership discussions to ensure customer success priorities are addressed.

• Foster a unified customer experience through coordinated efforts across various functions.

⛳️ Requirements

• Proven experience in managing Customer Success or Account Management teams within the APAC region.

• Demonstrated capability to function effectively in a matrixed, cross-functional organization.

• Familiarity with Elsevier’s products and services or experience in related industries is advantageous.

• Exceptional communication, leadership, and stakeholder management abilities.

• Analytical mindset with the capacity to interpret data and derive insights.

• Multilingual skills relevant to key APAC markets would be a plus.

🏝️ Benefits

• Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.

• Long Service Award: Recognition for your dedication and loyalty.

• Flexible Working Arrangements: Balance work and personal life effectively.

• Access to Learning and Development Resources: Empowering your professional growth.