Director of Customer Success, APAC

• Lead and manage the APAC Customer Success team, consisting primarily of Customer Success Managers based in Australia
• Provide thought leadership on customer strategy, roadmap, account governance, and recurring strategic discussions
• Develop adoption strategies, delivery plans, and economic models to realise customer experience at scale
• Develop account expansion strategies and identify additional services and solutions for customers
• Oversee onboarding, training, implementation, support, hiring, capacity planning, and advocacy for strategic customer accounts
• Partner with Account Management to increase NRR, GRR, and NPS
• Monitor and manage customer satisfaction and implement improvements with internal teams
• Collaborate with Segment leadership to mature standards, processes, tools, and global alignment
• Drive segment and regional strategy, analysis, KPIs, and reporting
• Manage multiple workflows and participate in continuous improvement initiatives
• Coach and mentor the team while improving the Customer Success model and accountability culture
• Maintain in-depth knowledge of customers' businesses and industries
• Define skill-development plans and training sessions
• Establish performance objectives, conduct quarterly and annual performance reviews, and support compensation processes
• Prepare and present regular executive summaries and updates to leadership

• 7+ years of relevant experience in customer success, consulting, software implementation, SaaS operations, sales, or leadership positions
• Deep understanding of SaaS, go-to-market, and execution models
• Understanding of business metrics and customer satisfaction, value delivery, and growth
• Strong technical background and ability to translate complex concepts into customer-facing business value
• Demonstrated ability to identify and pursue account expansion and growth opportunities
• Strong project management skills and experience managing complex consulting projects from inception to completion
• Prior experience owning account adoption and retention
• Technical competency with software applications, tools, and internal systems
• Superior written and oral communication skills
• Experience with Customer Success tools such as GainSight or ChurnZero is an advantage
• Leadership experience in high-growth, technically complex environments is an advantage
• Experience with CRM systems such as Salesforce or HubSpot is an advantage
• Prior experience owning and running Technical Support and Implementation is an advantage
• Proven results increasing NRR/GRR is an advantage
• Understanding of cybersecurity best practices is an advantage
• Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field is an advantage
• National police history check and reference checks required before starting work
• Applicants must be legally authorised to work in Australia without requiring company visa sponsorship

• Monthly Lifestyle subsidy for financial, physical, and mental well-being
• WFH set-up allowance
• $1500 USD annual Learning & Development allowance
• Annual leave plus two additional UpGuardian leave days
• 18 weeks paid Parental Leave
• Personal Leave Allowance including sick and carer's leave
• Fully remote working environment with no compulsory office attendance
• Top-spec laptops
• Paid subscriptions for generative AI tools