Director of Customer Success, APAC

UpGuard
Sydney, Brisbane, Melbourne
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Communication","Leadership","Project management","Stakeholder management","Mentorship"]

Lead and scale the APAC Customer Success team, partnering with internal teams to drive account governance, adoption, and expansion for strategic customers. Own onboarding, training, implementation, support, and advocacy, while improving customer satisfaction through NRR, GRR, and NPS performance. Build the Customer Success operating model through coaching, reporting, and cross-segment leadership alignment, with strong technical fluency to translate value to customers.

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FursaFursa
UpGuard
UpGuard
1 day ago

Director of Customer Success, APAC

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead and scale the APAC Customer Success team, partnering with internal teams to drive account governance, adoption, and expansion for strategic customers. Own onboarding, training, implementation, support, and advocacy, while improving customer satisfaction through NRR, GRR, and NPS performance. Build the Customer Success operating model through coaching, reporting, and cross-segment leadership alignment, with strong technical fluency to translate value to customers.
Location: Sydney, Brisbane, Melbourne
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Provide customer strategy thought leadership across account governance and recurring strategic discussions with customers and internal teams.
  • •Own adoption strategies, delivery plans, and economic models to scale customer experience.
  • •Lead account expansion strategy and be accountable for onboarding, training, implementation, support, capacity planning, hiring, and advocacy for key accounts.
  • •Partner with Account Management to improve CS metrics across the business, including NRR, GRR, and NPS.
  • •Coach and mentor the team, define KPIs and reporting, run performance reviews, and implement improvements to customer satisfaction and the CS operating model.

Pay and Benefits

Perks:Home OfficeLearning BudgetPaid LeaveParental LeaveRemote Work

Key Requirements

  • •7+ years in customer success, consulting, software implementation, or related roles with success in SaaS operations, sales, and leadership contexts.
  • •Deep understanding of SaaS metrics and Go-To-Market execution, with ability to deliver value, retain customers, and grow accounts.
  • •Strong technical background to translate complex concepts into customer-facing business value.
  • •Experience owning account adoption and retention, including identifying and pursuing account expansion opportunities.
  • •Strong project management skills managing complex consulting or implementation work from start to finish.
Experience:SaaS
Education:High School
Skills:CommunicationLeadershipProject managementStakeholder managementMentorship
Tech Stack:GainSightChurnZeroSalesforceHubSpotCRMGenerative AI

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

UpGuard
Provides cybersecurity solutions including risk ratings, third-party vendor risk management, and data breach detection to help organizations assess and reduce cyber risk across their digital supply chain.
Industry: Cybersecurity
Company Size: Medium (51 to 250 employees)
Growth: Established Company
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn