Remote

Manager, Customer Success – APAC

Remote

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Asia

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Salary

💰 $1 - $3 per year

About the role

  • 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

  • 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
  • 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
Applicant 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