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About the role
Key responsibilities & impact- Own and manage a subset of key accounts, ensuring health and success with our product, securing renewals and expanding ARR
- Manage, mentor, and develop a distributed team of Customer Success Managers across APAC
- Define and execute regional Customer Success strategies in alignment with the global vision, adapting for regional market needs
- Partner with the Global Director of Customer Success to set goals, track performance metrics (NDR, GDR, churn), and drive global consistency
- Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion
- Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization
- Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing to ensure frictionless customer experiences
- Represent the voice of global customers by gathering regional insights and informing product roadmaps
- Drive continuous improvement of processes, tools, and playbooks across both regions
- Champion collaboration between regions, fostering a culture of shared learning and global best practice
- Occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders
- Work flexibly across time zones, coordinating with global peers and customers to meet business needs
Requirements
What you’ll need- Fluent in Mandarin
- 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience
- Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting
- Operational excellence in process design, forecasting, and metrics tracking
- Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies
- A global mindset - curious, culturally aware, and adaptable
- Interest in blockchain, cryptocurrency, or digital asset industries
Benefits
Comp & perks- Competitive salary
- Share Options
- Holiday - 25 days of annual leave in addition to Singapore Public Holidays
- Health insurance
- Personal training budget
- Laptop + equipment you need
- Home office allowance
- Full access to Spill Mental Health Support
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success ManagementAccount ManagementProcess DesignMetrics TrackingRetention StrategiesExpansion StrategiesSaaSForecastingOnboarding FrameworksHealth Scoring
Soft Skills
MentoringLeadershipCollaborationCultural AwarenessAdaptabilityCommunicationStrategic ThinkingProblem SolvingCustomer AdvocacyContinuous Improvement