Senior Manager of Customer Success (APAC)

About This Opportunity

Our talent team is representing a confidential SaaS organization in their search for a Senior Manager of Customer Success to lead their APAC region. This is a remote role based in Australia with occasional travel for strategic meetings and team collaboration.

You'll lead a regional customer success team, driving retention, adoption, and advocacy across a strategic portfolio. This is both a strategic and hands-on leadership position where you'll build and scale the team, define regional processes, and establish measurable outcomes that position customers for long-term success.

Responsibilities

• Define and execute the APAC customer success strategy aligned with growth and retention goals; establish regional metrics (NRR, GRR, CSAT, adoption rates) and drive accountability
• Own end-to-end customer success delivery across APAC, focused on retention, expansion, and strategic engagement
• Drive product adoption and value realization; partner with regional partners on onboarding, adoption planning, and governance
• Develop evidence-based customer adoption and engagement strategies informed by behavioral data, regional benchmarks, and competitive intelligence
• Leverage predictive analytics and customer health scoring to identify at-risk accounts, churn signals, and expansion opportunities
• Establish and maintain strategic relationships with C-level stakeholders; conduct Executive Business Reviews grounded in data analysis and business outcomes
• Conduct regular customer health assessments combining direct conversations with analysis of usage patterns, feature adoption, and support engagement
• Act as escalation point for APAC customer issues; partner cross-functionally with support, professional services, and product teams
• Partner with Sales to ensure smooth handoffs, develop account expansion plans, and identify upsell and cross-sell opportunities
• Forecast and manage the CS team budget, including resource planning, tool investments, and headcount
• Lead, mentor, and develop a team of four Customer Success Managers; foster a culture of accountability and continuous improvement

What We're Looking For

Required qualifications:

• 7+ years of customer success, account management, or post-sales leadership experience in a global B2B SaaS environment
• 5+ years of people management with proven success building, mentoring, and scaling customer-facing teams
• Demonstrated ability to develop and execute customer retention and adoption strategies that measurably improve outcomes and reduce churn
• Strong executive presence and stakeholder management skills with ability to build trust with C-level customers
• Strategic thinking and data-driven decision making; comfort analyzing customer metrics, usage data, and business outcomes
• Financial and operational acumen with experience in forecasting, resource planning, and budget management
• Proven ability to identify and mitigate customer risks and develop proactive solutions
• Experience leading customer success initiatives across multiple geographies or time zones

Preferred qualifications:

• Direct experience in the legal tech industry or familiarity with legal and corporate workflows
• Hands-on experience with customer success platforms such as Salesforce or similar SaaS lifecycle tools
• Certification in project management (PMP) or ITIL service delivery frameworks
• Experience with customer segmentation, maturity models, or adoption benchmarking
• Track record of implementing scalable customer success processes and playbooks

How We Work With You

Get A Job.ai represents exceptional talent to leading organizations. When you apply through our platform, a member of our recruiting team will screen your qualifications and experience. If there's a strong match, we'll submit your profile to our client for consideration. We ask that you do not contact the client directly—we'll manage all communications and advocate on your behalf throughout the process.

Pay

Compensation details will be discussed during the screening process with our recruiting team and are based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai provides equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.