Original listing text, shown exactly as published by the company.
The Opportunity
We are seeking a seasoned, strategic, and team empowering leader to manage and grow our Customer Success team in APJ. This leadership role is pivotal in driving customer value, retention, and growth across our largest and most complex accounts as well as our growing customers.
As the Senior Manager of Customer Success APJ, you will lead a team of experienced Customer Success Managers, ensuring they deliver best-in-class customer engagement across onboarding, adoption, expansion, and renewal. You will be instrumental in scaling the team through our next phase of growth, driving operational rigor, strategic account planning, and cross-functional collaboration.
This role also holds umbrella oversight and partnership responsibility for the Services team in Japan, ensuring strategic alignment, operational consistency, and seamless collaboration across Customer Success and Services functions.
This is an exciting opportunity for a strong people manager who thrives in a high-growth, fast-paced environment and is passionate about developing talent, optimizing customer experience, and driving enterprise customer outcomes.
Key Responsibilities
- Lead, mentor, and develop a high-performing CSM team that supports our largest, most complex and our growing accounts in APJ
- Serve as the primary representative of the APJ region in our Global Customer Success organization, providing regional leadership alignment and acting as the central point of coordination for Customer Success initiatives
- Ensure the team is driving measurable customer value, maximizing product adoption, and securing renewals and expansion opportunities
- Set clear performance expectations and coach team members to success. Foster a culture of accountability, empowerment and continuous learning
- Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified and consistent customer journey
- Own and optimize internal processes, customer journey frameworks, and playbooks that drive scalability and consistency across the team
- Serve as a strategic voice of the customer, representing customer insights to inform product roadmap and business strategy
- Support talent acquisition and onboarding as we grow the team. Define the job scope, talent profile, attract and assess the talent to hire top-tier CSM talent
- Analyze team performance and customer health metrics to inform strategy and operational decisions
- Champion a culture of collaboration, inclusion, and high performance
- Empower team members through strategic delegation and clear decision-making frameworks
- Foster innovation and support calculated risk-taking to drive customer success outcomes
- Create transparent communication channels and feedback loops across the team and organization
About You
- 7+ years of experience in Customer Success, Account Management, or a related field, with a minimum of 5+ years managing CSMs supporting Enterprise clients in a leadership function
- Proven success leading teams managing large, complex customers with multi-stakeholder engagement
- Deep understanding of enterprise and scale customer dynamics, SaaS customer lifecycle, and value realization frameworks
- Passion for developing and empowering people, with a strong track record of coaching and performance management
- Strategic thinker with strong business acumen and an ability to translate data into action
- Excellent communicator with experience influencing stakeholders at all levels, including executives
- Highly organized, operationally strong, and comfortable with ambiguity in a scaling environment
- Demonstrate high emotional intelligence and self-awareness, with ability to adapt leadership style to team needs
- Champions a growth mindset and fosters a culture of continuous learning and development
- Makes values-driven decisions and models company values in all interactions
- Experience with tools such as Salesforce or CRM/CS platforms
