Director of Customer Success, APAC

About the role

The Director of Customer Success will lead and manage the APAC Customer Success team, focusing on strategy, account governance, and customer growth. This role involves driving key metrics such as NRR, GRR, and NPS while mentoring team members and collaborating with internal leadership to mature processes and tools. The successful candidate will act as a bridge between complex technical concepts and customer business value to ensure long-term success and satisfaction.

Responsibilities

• Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams
• Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions
• Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts
• Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR & NPS
• Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change
• Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability
• Define and develop skill development plans and training sessions
• Prepare and present regular executive summaries and updates to the leadership team

Required skills

• Customer Success
• SaaS operations
• Leadership
• Account management
• Project management
• Strategic planning
• Technical communication

Nice to have

• GainSight
• ChurnZero
• Salesforce
• HubSpot
• Technical Support
• Cyber Security

Qualifications

• Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field

Benefits

• Monthly Lifestyle subsidy
• WFH set-up allowance
• Annual Learning & Development allowance
• Paid Parental Leave
• Top-spec hardware
• Generative AI subsidy

About the Company

UpGuard is a Cyber Risk Posture Management platform that integrates security ratings, threat intel, and agentic AI to help organizations manage cyber risk. The company is a Certified Great Place to Work in the US, Australia, UK, and India.