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About the role
Key responsibilities & impact- Lead, coach, and performance-manage an APAC regional pod spanning Growth, SMB, Mid-Market, and Enterprise.
- Own the APAC pod’s weekly, monthly, and quarterly performance cadence (forecasting, risk reviews, renewals health, expansion motions).
- Ensure consistent application of CS processes, internal SLAs, and documentation standards across the pod.
- Partner with Sales and AM counterparts to drive account plans, renewals execution, and expansion opportunities.
- Build escalation readiness - clarify decision rights, run the regional escalation loop, and coordinate cross-functional response.
- Improve onboarding, adoption, and retention outcomes by identifying process gaps and implementing scalable fixes.
- Develop talent - onboarding, coaching, and creating clear growth paths for CSMs in the pod.
- Maintain strong product knowledge and ensure the pod stays current on new features and policies.
Requirements
What you’ll need- Meaningful people leadership experience in Customer Success (or equivalent customer-facing leadership).
- Strong customer lifecycle command across onboarding, adoption, renewals, and expansion.
- Proven ability to manage high-stakes escalations with calm, structured decision-making.
- Strong operational discipline - can instrument, report, and improve performance through data.
- Experience coaching across multiple segments and account complexities.
- Comfortable in a global, async environment with strong written communication.
- Writes and speaks fluent English.
- Demonstrates strong automation and AI capabilities.
- It's not required to have experience working remotely, but considered a plus.
Benefits
Comp & perks- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces
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 lifecycle managementdata reportingperformance improvementescalation managementprocess optimizationautomationAI capabilities
Soft Skills
people leadershipcoachingdecision-makingcommunicationoperational discipline