Regional Manager, Customer Succcess

What you'll do

• 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

You will be a great fit here if you

• Enjoy managing top customers and understand the importance of successfully leading them to short and long term success
• Have proven success leading distributed Customer Success or Account Management teams in a SaaS environment
• Are strategic but hands-on, equally comfortable defining global frameworks as working on key customer relationships
• Possess excellent leadership, coaching, and people development skills, creating high-performance and high-trust teams
• Take a data-driven approach to decision-making, using customer and business metrics to inform strategy
• Are comfortable navigating cultural and operational differences across the APAC market
• Have exceptional communication, relationship-building, and stakeholder management abilities
• Embrace flexibility and are able to manage priorities across multiple time zones
• Thrive in a dynamic, fast-moving environment and champion collaboration across regions and departments
• Address problems immediately and can work across functions to solve problems
• Fluent in the use of AI‑based productivity, customer engagement, and analytics tools to streamline operations and improve client and team outcomes
• Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
• Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working

Our ideal candidate has

• 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
• Bonus Points for:
• Experience scaling Customer Success operations
• Comfort with flexible work hours and asynchronous collaboration tools