APAC Lead, CSM

Overview

Lead and develop the Customer Success team in India while maintaining ownership of a portfolio of customers. This is a player/coach role, balancing team leadership (70%) with direct customer engagement (30%).

What you'll do

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, driving accountability, and supporting their professional growth through regular feedback, 1:1s, and enablement.
• Manage your own portfolio of customers throughout the customer journey, building strong relationships with key stakeholders and executives while driving adoption, business value, retention, and expansion.
• Develop and execute Customer Success Plans, lead QBRs and EBRs, and proactively identify customer risks and opportunities.
• Own renewal forecasting and risk management across the team's portfolio, partnering with Sales on renewal execution, commercial strategy, and expansion opportunities.
• Act as an escalation point for complex customer challenges, collaborating with Customer Success Engineers, Support, Product, Engineering, and Sales to ensure customer success.
• Drive Customer Success best practices, processes, and playbooks, partnering with global leadership to improve team performance, operational efficiency, and customer engagement.

What you'll need

• 7+ years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise SaaS, cybersecurity, or cloud technology.
• 2+ years of experience leading, coaching, or managing Customer Success professionals, with proven experience balancing team leadership and direct customer ownership.
• Strong understanding of customer retention, renewal management, revenue forecasting, and commercial account strategy.
• Experience building executive relationships, leading strategic customer conversations, and managing complex escalations.
• Knowledge of modern cloud infrastructure providers such as AWS, Microsoft Azure, and Google Cloud, and an understanding of cloud security challenges.
• Experience with Salesforce and familiarity with AI-powered tools and workflow automation.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to influence stakeholders at all organizational levels.
• Ability to thrive in a fast-paced, global environment, with a passion for developing people and driving customer success.
• Bachelor's degree or equivalent work experience.

Details

• Location: India
• Reports to the Global Director of Customer Success.
• Leads a team of three Customer Success Managers while personally managing approximately 30 accounts.
• Willingness to travel up to 30%.