Position Overview:

We are seeking a passionate and experienced customer obsessed leader to lead the Customer Success team in our APAC region. As a RVP of Customer Success, you will play a pivotal role in driving customer success, retention and growth in the largest segment of our customer base. You will be responsible for building and maintaining teams of Customer Success professionals, strong relationships with key customers, ensuring their ongoing success with our products and services, and proactively identifying and addressing potential issues and customer concerns.

Key Responsibilities:

• Guide the CSM team through a transition to multi-product responsibility with the customer base
• Guide CSMs to develop and implement customer success plans for a portfolio of assigned customers
• Oversee the execution of customer success initiatives, ensuring timely and effective delivery
• Proactively identify and address customer issues, escalating critical concerns to management
• Collaborate with cross-functional teams, such as Support, Customer Operations, Business Technical Systems, and Revenue Operations to resolve complex customer challenges and ensure alignment with overall business objectives
• Build and maintain strong relationships with our largest accounts key customer stakeholders, including executives and end-users
• Champion customer advocacy and act as a liaison between customers and the company
• Gather and analyze customer feedback to drive continuous improvement of products, services, and processes
• Contribute to the development and implementation of customer success best practices

Required Experience/Skills:

• Bachelor's degree in Business Administration, Marketing, or a related field
• 10 years of experience in customer success or account management
• Proven track record of success in building and maintaining strong customer relationships
• Excellent communication and presentation skills
• Ability to think strategically and solve complex problems
• Strong project management and organizational skills