Overview
Senior Director of Customer Success, APAC at Deputy. Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London. Our platform serves workers and workplaces across 100+ countries. We are backed by global investors and recently achieved Unicorn status.
We transform frontline (hourly) workers' experiences and help businesses and their teams thrive through proactive, relationship-driven customer success.
The Role
The Senior Director of Customer Success is responsible for driving customer satisfaction, retention, and growth of Deputy’s most strategic APAC customers. This leader will establish and execute strategies for SMB, Mid‑Market and Enterprise retention and growth, translate business needs into product configuration, and foster strong customer relationships and team culture. The Senior Director will collaborate across the organization to deliver seamless and exceptional customer experiences.
This role requires close collaboration with cross-functional stakeholders across Product, Account Management, Professional Services, and Sales to drive a proactive approach for key customers within mid market and enterprise.
Responsibilities
* Develop and execute the overall Customer Success strategy for the APAC region in partnership with the SVP of Customer Success. Drive revenue growth, customer retention, and improvements in customer health and experience.
* Lead, mentor, and inspire a high-performing team, ensuring they have the tools, resources, and support needed to deliver exceptional results for customers and the business.
* Lead the operational cadence of the organization, including revenue forecasting, creating account plans, and developing and executing an account management and renewal process.
* Define and optimize key performance metrics (KPIs) to drive customer success, including customer satisfaction, retention, upsell/cross-sell, renewals, team performance, and advocacy at scale.
* Proactively identify and address high-risk customers, ensuring cross-functional alignment with internal teams and executive sponsors, implementing corrective actions.
* Execute strategies for Success/Account Plan and renewal management across teams, ensuring value delivery from Signature investments and enhancing long-term outcomes.
* Design and implement advanced processes and systems to resolve customer-blocking issues, streamline scalability, and leverage customer insights to enhance efficiency across the function.
* Collaborate with Sales, Product, Operations, and other teams to ensure seamless onboarding, training, and ongoing support to drive adoption, value realization, and retention throughout the customer lifecycle.
* Identify opportunities for revenue expansion within existing accounts through upselling, cross-selling, and value-based selling.
* Establish and nurture strategic relationships with key stakeholders across APAC customer organizations, serving as a trusted advisor for their success.
* Continuously monitor industry trends and leverage customer feedback to enhance the customer experience and service delivery.
* Partner with the Professional Services APAC team to support customer-related activities, including escalations and solution delivery.
Skills & Experience
* Bachelor's degree in Business Administration or related field.
* 8+ years in a senior leadership role within Customer Success, Account Management, or a related field, preferably in B2B SaaS and technically complex environments.
* Proven track record of building and scaling customer success teams, driving satisfaction, retention, and revenue growth.
* Strong strategic planning and execution skills with the ability to develop and implement effective customer success strategies.
* Excellent communication and presentation skills, with ability to influence at all levels including executive/C-level.
* Expertise in translating technical concepts into business terms and aligning requirements with solutions.
* Experience leading cross-functional teams to resolve customer needs and drive initiatives.
* Results-oriented with focus on continuous improvement, operational excellence, and innovation.
* Proficiency with customer success platforms, CRM systems, and related tools.
Employee Perks
* Flexible remote-first work policy with a work-from-home stipend.
* Employee Share Ownership Plan (ESOP).
* Paid parental leave and group salary continuance insurance.
* Employee Assistance Program and additional leave days, study assistance, celebration days and volunteering.
* Global working groups focused on collaboration, belonging and connection; annual Hackathons; novated leasing for electric vehicles and internet reimbursement.
Deputy is an equal opportunity employer. We value inclusiveness and diversity and welcome different perspectives and skills.
#J-18808-Ljbffr