Director, Customer Success, APAC

Job Title: Director, Customer Success, APAC

Location: Singapore, Australia (candidates without requiring work sponsorship is preferred)

Employment Type: Full-time, regular, hybrid work arrangement

Role Overview

The Director, Customer Success Management – APAC provides strategic and operational leadership for the Customer Success organization across the region, ensuring customers achieve measurable business outcomes and realize maximum value from their partnership with the organization.

Reporting to the VP of Customer Success, this is a leader-of-leaders role, responsible for leading and developing Customer Success Managers who are people leaders across APAC. These leaders manage multidisciplinary teams consisting of Customer Success Managers (CSMs) and Technical Success Consultants (TSCs).

The Director is accountable for the performance and effectiveness of the APAC Customer Success organization, including customer retention, adoption and consumption, value realization, customer health, renewal readiness, and the overall customer experience. The role will also identify and influence expansion opportunities in close partnership with Sales and other revenue teams.

As a member of the regional leadership team, the Director will translate global Customer Success strategy into regional priorities and execution plans while accounting for the diverse markets, cultures, customer needs, and business environments across APAC.

The successful candidate will combine strong people leadership, strategic thinking, commercial acumen, customer advocacy, and operational discipline. They will build a high-performing leadership team capable of operating with autonomy and accountability while delivering exceptional customer and business outcomes at scale.

Key Responsibilities

Customer Success Strategy & Regional Execution

• Develop and execute the APAC Customer Success strategy in alignment with global Customer Success and company objectives.

• Translate global priorities into clear regional and market-level plans, taking into account differences in customer maturity, market dynamics, culture, and business requirements across APAC.

• Establish clear priorities, operating rhythms, and success measures that enable leaders and their teams to execute effectively and consistently.

• Ensure a consistent and scalable customer lifecycle framework covering onboarding, adoption, value realization, renewal readiness, advocacy, and growth.

• Establish and continuously improve Customer Success methodologies, customer journeys, engagement models, and success planning practices.

• Drive a proactive, data-driven approach to customer health, risk identification, adoption, and value realization.

• Identify regional trends, systemic customer challenges, and opportunities, and translate those insights into actions across Customer Success and the broader organization.

• Champion customer-centricity across the organization and foster a culture focused on measurable customer outcomes.

Customer Retention, Adoption & Growth

• Own regional Customer Success performance and outcomes, including:

  • Customer retention and renewal readiness

  • Product adoption, consumption, and customer maturity

  • Customer health and risk

  • Customer value realization

  • Customer advocacy and satisfaction

  • Expansion opportunity identification

• Develop and execute strategies to improve retention, adoption, consumption, and customer health across the APAC portfolio.

• Partner closely with Sales and revenue leadership on renewal, upsell, cross-sell, and expansion strategies, ensuring clear ownership and coordinated engagement across the customer lifecycle.

• Ensure proactive and effective mitigation plans are established for low-adoption, high-risk, and strategically important customers.

• Establish mechanisms to identify expansion opportunities based on customer outcomes, adoption, business needs, and future objectives.

• Engage directly with strategic customers and executive stakeholders where appropriate, particularly around business value, transformation, risk, and long-term partnership.

• Serve as an executive sponsor for selected strategic accounts and critical customer situations.

Leadership, Talent & Organizational Development

• Lead, coach, and develop a high-performing team of Customer Success leaders across APAC, who in turn lead teams of Customer Success Managers and Technical Success Consultants.

• Build strong second-line leadership capability by enabling managers to make effective decisions, lead autonomously, and take accountability for the performance of their organizations.

• Establish clear expectations, objectives, KPIs, and accountability at both the leadership and individual contributor levels.

• Build a strong leadership bench through coaching, mentoring, talent development, succession planning, and internal mobility.

• Regularly assess organizational capability, capacity, role clarity, and talent needs to ensure the organization is positioned to support customers and future business growth.

• Create a culture of high performance in which strong performance is recognized, and performance gaps are addressed clearly, consistently, and constructively.

• Foster an inclusive, collaborative environment across geographically and culturally diverse teams.

• Create mechanisms for sharing best practices, customer insights, technical expertise, and lessons learned across markets.

• Maintain visibility and connection with the broader Customer Success organization while empowering managers to lead their teams effectively.

Regional & Cross-Functional Leadership

• Serve as the senior Customer Success partner to APAC Sales leadership and other regional business leaders.

• Build strong partnerships with Sales, Product, Engineering, Support, Professional Services, Marketing, Revenue Operations, and other functions to improve customer and business outcomes.

• Represent Customer Success perspectives and priorities in regional leadership discussions and contribute to broader APAC business strategy.

• Establish strong alignment between Customer Success and Sales around customer priorities, account strategy, risk, renewals, and growth opportunities.

• Ensure customer feedback, adoption insights, recurring challenges, and market trends are communicated effectively across the organization.

• Influence product roadmap and business-priority discussions by representing customer needs, business impact, and regional market requirements.

• Identify systemic issues affecting customer outcomes and mobilize cross-functional teams to address root causes rather than relying solely on individual customer escalations.

• Partner with global Customer Success leadership to drive consistency, share regional insights and best practices, and contribute to the evolution of the global Customer Success strategy and operating model.

Executive Customer Leadership

• Build trusted relationships with senior and executive stakeholders across strategic APAC customers.

• Engage customers around business outcomes, value realization, transformation objectives, and long-term partnership strategy.

• Provide executive leadership for critical customer situations while ensuring appropriate ownership remains with the relevant Customer Success leaders and account teams.

• Represent the voice of the customer internally and ensure strategic customer insights inform organizational priorities and decisions.

• Develop and strengthen executive sponsorship and customer advocacy programs across the region.

Operational Excellence & Scale

• Establish governance, operating rhythms, reporting, and performance-management processes that provide clear visibility into customer outcomes and regional business performance.

• Use customer, product, operational, and commercial data to identify trends, prioritize investments, and inform decision-making.

• Ensure managers have the appropriate data, tools, processes, and decision-making authority to effectively run their organizations.

• Develop scalable customer engagement models that appropriately balance high-touch, pooled, technical, and digital Customer Success approaches.

• Forecast Customer Success capacity, coverage, and resource requirements based on customer segmentation, business priorities, and company growth objectives.

• Evaluate organizational design and resource allocation across APAC markets and recommend changes where required.

• Identify opportunities to improve productivity, customer experience, and organizational effectiveness through process improvement, automation, technology, and AI.

• Drive continuous improvement while maintaining appropriate consistency with global Customer Success standards and operating models.

Knowledge, Skills & Experience

Required Experience

• Significant leadership experience within Customer Success in SaaS, subscription, cloud, or recurring-revenue businesses.

• Proven experience leading managers who themselves lead Customer Success teams, with demonstrated success developing second-line leadership capability.

• Experience leading geographically and culturally distributed teams across APAC or similarly complex international markets.

• Strong track record of improving customer retention, adoption, consumption, value realization, customer health, and satisfaction.

• Experience partnering closely with Sales and revenue leaders to support retention and commercial growth.

• Demonstrated ability to translate company and global strategies into clear regional priorities and execution plans.

• Experience building, scaling, or transforming Customer Success organizations through periods of growth and change.

• Demonstrated success developing leadership talent, managing performance, and building succession pipelines.

• Experience managing executive relationships with enterprise and strategic customers.

• Strong understanding of SaaS business models, subscription economics, customer lifecycle management, and recurring-revenue metrics.

• Demonstrated ability to use data and customer insights to drive organizational and business decisions.

Leadership Capabilities

• Leader of leaders: Builds strong managers, delegates meaningful accountability, and creates an organization capable of operating effectively without unnecessary escalation.

• Strategic thinker: Connects customer and market insights to broader business objectives and translates strategy into clear priorities and execution.

• Customer and business focused: Balances customer advocacy with commercial judgment and understands the relationship between customer outcomes and sustainable business growth.

• Decisive and accountable: Makes sound decisions with incomplete information, establishes clear ownership, and addresses difficult customer, organizational, and people issues constructively.

• Executive influencer: Builds credibility with senior internal and external stakeholders and can influence effectively across a matrixed global organization.

• Talent developer: Coaches leaders, raises organizational capability, recognizes potential, and builds strong succession pipelines.

• Cross-functional collaborator: Creates alignment across organizational boundaries and mobilizes teams around shared customer and business outcomes.

• Data-driven operator: Uses metrics and insights to identify issues, establish priorities, allocate resources, and measure results.

• Change leader: Leads effectively through transformation, ambiguity, organizational change, and evolving customer expectations.

• Globally minded: Balances regional needs and cultural differences with the requirements of a consistent global operating model.

Personal Attributes

• Customer-focused and outcomes-oriented.

• Strategic while maintaining strong operational discipline.

• Comfortable providing clarity and direction in ambiguous situations.

• Collaborative while willing to challenge constructively and make difficult decisions.

• Highly credible with executives, customers, peers, and team members.

• Curious, adaptable, and committed to continuous improvement.

• Strong communicator capable of creating clarity across different audiences, cultures, and levels of the organization.

• Demonstrates sound judgment, integrity, ownership, and accountability.

• Comfortable operating in a fast-paced, evolving global SaaS environment.

Additional Requirements

• Ability to travel internationally as required, approximately 30%.

• Experience working within a global organization and supporting customers and teams across multiple markets and cultures.

• Ability to work effectively across APAC and global time zones as required.

Commercial at AVEVA

Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions.

If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.

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