Senior Customer Success Manager - APAC

Role overview

Own the long-term success of a portfolio of mid-market and enterprise customers, helping them achieve measurable value from technical products and services. The role combines strategic advising with hands-on account planning, commercial responsibility for retention and expansion, and input into how the customer success function develops.

Responsibilities

- Build success plans around customer goals and guide onboarding, adoption, and ongoing value realization. - Manage renewal and expansion activity with sales and renewals partners, tying growth to customer outcomes. - Maintain senior stakeholder relationships and act on customer needs, risks, and opportunities. - Use account data and health signals to prioritize engagement and address churn risks early. - Coordinate with onboarding, support, product, engineering, and sales to deliver a joined-up customer experience. - Improve customer success practices and metrics, and mentor less experienced colleagues as needed.

Requirements

- At least five years in customer success, account management, or a related field. - Demonstrated success improving retention, expansion, and customer lifetime value in a SaaS or subscription business. - Experience supporting complex technical customers and engaging enterprise stakeholders. - Ability to explain technical capabilities in terms of business outcomes. - Comfort owning renewal and expansion conversations, with strong communication, negotiation, and stakeholder management skills. - Strategic judgment, practical execution skills, and experience working across teams in a growing organization.

Nice to have

- Experience with infrastructure, networking, DevOps, automation, open-source software, or developer-focused products. - Background in a high-growth SaaS company or experience mentoring or leading customer success managers.