Director, Customer Success, APAC

Role overview Lead customer success across the Asia-Pacific region, setting the strategy and operating model for retention, account growth, and customer health. You’ll serve as an executive partner to brand, seller, and agency customers while building and developing the regional team. The role also brings regional customer and marketplace insights to product and go-to-market leaders.

Responsibilities - Set regional customer-success strategy, account segmentation, coverage, and operating plans. - Own retention and expansion outcomes, including forecasting and reporting regional renewal and revenue-retention measures to executives. - Sponsor strategic accounts, lead business reviews, and resolve high-impact escalations and cancellation or downgrade risks. - Hire, coach, and develop the APAC team, establishing consistent performance practices across time zones. - Build proactive approaches to identify churn risks, expansion opportunities, adoption needs, and measurable customer value. - Create scalable processes, communication rhythms, playbooks, health scoring, and reporting; apply automation and AI where useful. - Work with sales, partnerships, and product leaders to improve regional execution and share market insights.

Requirements - 10+ years in B2B SaaS customer success, including at least 5 years leading customer-success or account-management teams. - Demonstrated ownership of regional or segment retention and expansion targets. - Experience serving e-commerce, marketplace, or direct-to-consumer accounts. - Ability to build customer-success strategy, processes, and playbooks in a fast-moving environment. - Strong executive communication and sound judgment in sensitive retention conversations and escalations. - Effective partnership with sales, partnerships, and product leadership. - Based in APAC with fluency in written and spoken Mandarin and English.

Nice to have Familiarity with the Amazon seller ecosystem, experience applying AI or automation to customer-success workflows, an additional regional language, and experience with customer-success, collaboration, or seller-management tools.