Head of Customer Success & Professional Services, APJ

The Opportunity

We are seeking a visionary Head of CCO for the APJ region to lead the next evolution of our customer journey. This role is not just about managing retention—it is about transforming partner excellence and pioneering AI-first service offerings. You will lead our Customer Success (CS) and Professional Services (PS) pillars, ensuring that our "High-Touch" enterprise accounts receive world-class, technically advanced services that leverage the full power of AI that support their business objectives.

Please note this role is based in Sydney or Singapore.

1. AI-First Service Evolution & Delivery

• Deep AI Implementations: Oversee the delivery of complex, "deep" implementations where AI is the core driver of value. Ensure the PS function is equipped to handle advanced technical deployments that push the boundaries of our product.
• Service Offering Evolution: Modernize our regional service catalog to be AI-first. You will lead the shift from traditional "hours-based" services to outcomes-based, technically advanced offerings that utilize AI to accelerate time-to-value.
• Technical Excellence: Ensure internal CS and PS teams are at the forefront of technical proficiency, acting as the subject matter experts for the most sophisticated use cases in the APJ market.

2. Transforming Partner Excellence

• ADP Strategy: Build and nurture Advanced Delivery Partners (ADPs) in each sub-region. You will move beyond traditional outsourcing to create a tier of elite partners capable of owning high-volume, professional-grade services.
• Partner Transformation: Actively transform the partner ecosystem by upskilling them on our AI-first delivery methodology. You will be responsible for ensuring that partner-led regions reflect the same high technical standards as our internal teams.
• Serviceability Growth: Own the growth of serviceability across APJ, ensuring that as we scale, our partners maintain the professionalism and technical rigor required for "High-Touch" accounts.

3. End-to-End Customer Life Cycle & Value

• High-Touch Mastery: Own the milestones and value realization for our most strategic accounts. You will ensure that every milestone—from initial AI implementation to long-term adoption—is met with precision.
• Service Attach Rates: Drive the strategy to increase service attach rates, specifically within the High-Touch (HT) cohort, ensuring customers invest in the high-quality services necessary for successful AI adoption.

4. Regional Leadership & KPI Ownership

• Core Leadership Representation: Represent the CCO strategy within the APJ leadership team. You will be the bridge between global strategy and the unique technical and cultural nuances of the APJ market.
• Business Impact: Total accountability for Retention (GRR/NRR) and growth KPIs. You will manage the P&L of the services business while ensuring high customer health scores across the region

• Transformation Leadership: 10+ years in CS/PS with 5+ years of mid level / senior leadership experience with a proven track record of transforming service models (e.g., moving from legacy to AI-first or Cloud).
• Technical Sophistication: A deep understanding of AI implementation lifecycles and the ability to speak the language of technical architects and C-suite executives alike.
• APJ Ecosystem Expertise: Extensive experience managing Advanced Delivery Partners and navigating the diverse partner landscapes of Japan, ANZ, and SE Asia.
• Strategic Growth Mindset: Demonstrated ability to grow "Service Attach Rates" by articulating the value of advanced, high-quality professional services.