Client Success Manager
DiligenceVault
Manager, APAC Customer Success
Drata
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteSalary
💰 A$195,300 - A$241,300 per year
Job Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- Lead and manage a team of new APAC Customer Success Managers, providing coaching, guidance, and performance feedback.
- Foster a collaborative, customer-obsessed culture with disciplined execution on CRM hygiene, proactive customer cadences, and adoption-focused engagements.
- Actively support new CSMs in ramp-up and skill-building, ensuring they are equipped to drive customer outcomes in a startup-like regional environment.
- Build and maintain trusted relationships with stakeholders across SMB, Commercial, and Enterprise customers in APAC.
- Serve as both a strategic advisor to executives and a tactical partner for users, ensuring adoption and business value realization.
- Partner closely with Sales leaders to identify opportunities for upsell, cross-sell, and broader account expansion based on customer needs.
- Establish foundational Customer Success processes and playbooks tailored to the APAC market, while aligning with global frameworks.
- Collaborate with Sales, Product, and Support leadership to execute regional customer success strategies aligned with Drata’s overall goals of satisfaction, retention, and growth.
- Adapt and localize global customer journeys for APAC customers, balancing scalability with local market nuances.
- Act as the primary point of escalation for APAC customer issues, ensuring swift resolution and strong partnership with internal teams.
- Advocate for regional customer needs within Drata, influencing product improvements, support processes, and roadmap priorities.
- Proactively identify churn risks in APAC accounts and deploy mitigation strategies in collaboration with Sales and CS peers.
- Partner with champions and Sales leaders to uncover expansion opportunities, increasing customers’ usage and value realization.
- Ensure consistent delivery of adoption milestones and measurable outcomes to drive retention and revenue growth.
- Define and track regional success metrics including time-to-value, adoption rates, retention, NRR, and expansion revenue.
- Monitor individual CSM performance and regional team outcomes, using insights to drive accountability and continuous improvement.
- Provide visibility into APAC performance through data-driven reporting, highlighting trends, risks, and opportunities.
- Collaborate with global CS operations to align dashboards and KPIs, while surfacing regional-specific insights.
- Stay up to date on SaaS and APAC-specific customer success best practices, applying them to strengthen customer journeys and regional execution.
- Experiment and iterate on new approaches suited for a fast-growing, early-stage regional market.
- Share learnings with global peers to shape Drata’s worldwide CS model.
Requirements
- Bachelor’s degree in Business or related field; advanced degrees and certifications are a plus.
- 6–8 years of experience in customer success, account management, or related roles within the SaaS industry.
- 3+ years of management experience, ideally in building or leading small regional teams.
- Proven ability to operate in ambiguous, high-growth environments and to build structure from the ground up.
- Strong track record of driving customer adoption, retention, and expansion.
- Excellent interpersonal and communication skills; able to engage with executive sponsors as well as operational users.
- Analytical and data-driven, with proficiency in CS platforms and CRM tools.
- Demonstrated agility to “go high and low” — from strategic planning with Sales leaders to hands-on support for CSMs.
Benefits
- Supplemental Health Benefits Offered
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child *(available after six months of employment)*
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementdata-driven reportingcustomer adoptioncustomer retentioncustomer expansionperformance metricsSaaSCRM toolsCS platforms
Soft skills
leadershipcoachingcommunicationinterpersonal skillscollaborationanalytical thinkingadaptabilitystrategic planningproblem-solvinginfluencing
Certifications
Bachelor’s degreeadvanced degreescertifications in customer success
