The Senior Manager, Customer Success & Implementation is the primary leader responsible for post-sales onboarding and success in the region. They serve as the go-to expert for all APAC-specific needs, nuances, and priorities relating to Customer Success and Implementation.

This role partners closely with regional Sales leadership and broader APAC leadership to ensure adequate coverage, alignment against strategic priorities, and a seamless customer experience. The Senior Manager oversees SMB, MM, & SA implementation and customer success teams across APAC, driving strong execution on customer onboarding, adoption, retention, and satisfaction, while ensuring alignment with the global strategy and tailoring approaches to regional needs.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree in business, technology, or related field.


• 6+ years of experience in customer success, implementation, or related roles within SaaS.


• 2–3 years of people management experience, ideally within Professional Services or Customer Success.


• Demonstrated ability to implement post-sales strategies tailored to regional requirements.


• Knowledge of APAC customer success practices, including onboarding, adoption, retention, and satisfaction.


• Experience in working cross-functionally with Sales, Product, and other teams.


• Proven skills in capacity and resource planning, with an ability to adapt to regional market differences.


• Strong leadership and coaching abilities, fostering high-performing teams. Including management of managers.


• Analytical skills with experience using data to guide decisions and improve outcomes.


• Strong written and verbal communication skills, able to influence and collaborate with senior stakeholders.


• Demonstrated success in building and scaling training programs across diverse customer segments and geographies.


• Strong business acumen with the ability to translate strategic goals into actionable plans.


• Experience with Gainsight and Salesforce.


• Experience defining and tracking KPIs to measure success of customer success and implementation initiatives.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Act as the primary regional leader and subject matter expert for all things Customer Success & Implementation in APAC.


• Lead and develop APAC teams responsible for implementation and customer success.


• Partner closely with Sales and APAC leadership to ensure regional strategies are aligned with go-to-market priorities and resourcing needs.


• Execute strategic plans to enhance customer onboarding, adoption, satisfaction, and retention, while adapting to regional nuances.


• Surface and analyze APAC Customer Success and Implementation performance data to partner with Sr. Director to demonstrate impact, help inform leadership decisions, and support recommendations for investment, optimization, and new opportunity areas.


• Ensure smooth transitions and successful deployments for customer onboarding and implementation in APAC.


• Collaborate with global Customer Success and Implementation leadership to share learnings, align on best practices, and represent the APAC voice in global strategy discussions.


• Partner with cross-functional teams (Sales, Product, Engineering, Support) to deliver a seamless customer experience.


• Monitor regional customer feedback, identify trends, and adjust strategies to meet evolving needs, highlighting findings with other regional leaders, and collaborating to meet changing customer needs.


• Support revenue growth by identifying upsell/cross-sell opportunities in partnership with Sales.


• Drive efficiency and performance through effective processes, tools, and data-driven decision-making.


• Recruit, develop, and retain top talent across the APAC Customer Success & Implementation teams.


• Manage budgets and resources effectively to achieve regional performance goals.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• May require travel between 5-10%.


• This role regularly utilizes a computer, including the use of a monitor, mouse, and keyboard.


• The noise level in the work environment is usually moderately quiet.