Regional Head, Customer Success

QS Quacquarelli Symonds

Regional Head of Customer Success leading QS’s Customer Success strategy in APAC. Overseeing regional teams and client relationships to drive measurable outcomes and strategic partnerships.

Posted 6/23/2026full-timeKuala Lumpur • 🇲🇾 MalaysiaLeadWebsite

About the role

Key responsibilities & impact

Lead the regional Customer Success and Account Management organisation
Oversee the management of all client relationships in the region
Lead and develop high-performing teams responsible for client engagement
Act as the regional escalation point for complex client relationships, strategic partnerships, and high-impact client issues
Ensure regional teams maintain a holistic view of client relationships across multiple QS products and services
Implement the global client segmentation framework within the region
Ensure the right level of coverage and engagement across different client tiers
Promote insight-led client engagement that leverages QS data, intelligence, and market expertise
Collaborate closely with regional Sales and Commercial teams to drive revenue retention, renewals, and expansion opportunities
Drive operational discipline through consistent use of CRM systems, client health scoring, and engagement reporting
Promote adoption of CX technology, CRM tools, automation, and AI-driven insights within regional teams
Encourage proactive, insight-led engagement with clients

Requirements

What you’ll need

Demonstrated significant experience in Customer Success, Client Services, or Account Management in global B2B organisations.
Experience managing client relationships across multi-product portfolios , ideally within data, SaaS, information services, or higher education sectors.
Proven track record leading client-facing teams and managing regional customer portfolios.
Experience implementing scalable engagement models, segmentation frameworks, and account management practices.
Experience partnering with Sales and commercial teams to drive revenue outcomes.
Ability to drive accountability for both client outcomes and commercial growth.
Strong understanding of revenue retention, expansion strategies, and account growth models.
Exceptional relationship management skills with experience engaging senior client stakeholders.
Ability to position the organisation as a strategic partner rather than a vendor.
Strong capability in using CRM systems, data insights, and technology to support proactive client engagement.

Benefits

Comp & perks

Competitive base salary
Access to an annual bonus scheme (for qualifying roles only)
20 days annual leave, plus public holidays
Generous maternity and paternity leave
Access to an Employee Assistance Programme (EAP) and MiCare health
A vibrant social environment and multicultural and multinational culture
Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
A focus on welfare which is led by our global wellness team, with mental health first aiders globally
Access to a variety of diversity and inclusion initiatives and groups
Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
Support for volunteering and study leave
Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
Options to join our outstanding global Mentorship programme
Brand new breakout and relaxing spaces in office

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessAccount ManagementClient ServicesClient Relationship ManagementEngagement ModelsSegmentation FrameworksRevenue RetentionAccount GrowthData InsightsSaaS

Soft Skills

LeadershipRelationship ManagementStrategic PartnershipAccountabilityCollaborationProactive EngagementCommunicationTeam DevelopmentOperational DisciplineInsight-led Engagement