Senior Manager, Customer Success
Core
Lead and scale the Customer Success team for the APJ region, driving retention, growth, and value realization for enterprise clients.
Role type
Senior Manager, Customer Success (People Management)
Builds
Customer engagement strategies, team scalability, and operational frameworks for enterprise SaaS accounts.
Domain
B2B SaaS, Enterprise Customer Success, APJ Region
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Enterprise account management, team leadership and coaching, SaaS customer lifecycle expertise, strategic account planning, cross-functional partnership, data-driven decision making, talent acquisition, process optimization, stakeholder influence, CRM proficiency
Preferred skills
Experience with Salesforce or similar CRM/CS platforms, experience in high-growth scaling environments, emotional intelligence, growth mindset
Responsibilities
Lead, mentor, and develop a high-performing CSM team for complex and growing accounts; Serve as the primary regional representative for APJ in the Global Customer Success organization; Drive measurable customer value, adoption, renewals, and expansion; Set performance expectations and coach team members; Partner with Sales, Product, Marketing, Support, and Finance; Own and optimize internal processes and playbooks; Act as a strategic voice of the customer to inform product roadmap; Support talent acquisition and define job scopes for CSM roles; Analyze team performance and customer health metrics.
Seniority
Senior, hands-on IC with people management focus
