Sr. Manager, Customer Success & CX, APAC
Core
Lead international Customer Success, Support, and Professional Services teams to ensure enterprise customer deployment, adoption, and expansion of an AI-powered customer experience platform.
Role type
Senior Manager, Customer Success & CX (APAC)
Builds
Customer success operations, professional services delivery, and strategic account growth for enterprise clients in the APAC region.
Domain
SaaS / Customer Experience (CX) / AI / Telecommunications
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer Success management, Professional Services leadership, Enterprise account management, Cross-functional collaboration, Strategic planning, Data-driven performance tracking, SaaS business model expertise, CCaaS/UCaaS/AI technical knowledge, Negotiation and stakeholder management
Preferred skills
Experience with distributed/international teams, MBA or advanced degree, Business-level Japanese proficiency
Technologies
Salesforce, Gainsight, Zendesk, CCaaS, UCaaS, Agentic AI
Responsibilities
Build and mentor international Customer Success and Support teams; oversee Professional Services operations and project delivery; drive revenue growth through upsell and account expansion; manage executive-level customer escalations; partner with Sales, Product, and Engineering to optimize the customer lifecycle.
Seniority
Senior, hands-on IC with people management