Head of Customer Success - APAC

📋 Description

• • Speak AI Inc. is on a mission to revolutionize language learning, making it accessible, effective, and engaging for everyone. We believe that learning a new language can profoundly impact an individual's life, opening doors to new cultures, career opportunities, and global communities. With over two billion people worldwide actively seeking to learn a language, the traditional methods, particularly one-on-one tutoring, have remained largely unchanged for decades and are difficult to scale. Speak is addressing this challenge by developing a cutting-edge, AI-powered tutor that fits in your pocket. Our unique conversation-first approach empowers learners to speak from day one, receive immediate, personalized feedback, and progress through meticulously designed lessons, offering a comprehensive pathway from beginner to fluent speaker across numerous languages.
• • Since our launch in South Korea in 2019, Speak has rapidly ascended to become the leading language learning application in the market. We now cater to learners in a multitude of countries and support over 15 languages. As a recognized leader in the AI space, Speak has secured over $150 million in venture funding from esteemed investors such as OpenAI, Accel, Founders Fund, and Khosla Ventures. Our dynamic, distributed team operates across San Francisco, Seoul, Tokyo, Taipei, and Ljubljana, fostering a global perspective and collaborative environment.
• • The Speak for Business (S4B) division is experiencing exponential growth, and our Customer Success team is the cornerstone of our strategy, transforming new clients into enduring, valued partners. As the inaugural Head of Customer Success for the APAC region, you will be instrumental in building and leading a world-class Customer Success organization. This role encompasses managing teams across Korea, Japan, Taiwan, and future expansion markets, with a primary focus on owning post-sales revenue outcomes, establishing unparalleled operational excellence, and developing robust playbooks that will guide our global scaling efforts.
• • This is a pivotal "builder" role, offering a unique opportunity to shape the future of Customer Success in a high-growth environment. You will directly manage a team of Customer Success Managers (CSMs) spread across multiple key APAC markets. Your leadership will be crucial in driving market-leading Net Revenue Retention (NRR) targets, aiming for over 130%, and architecting the sophisticated processes and systems that enable our team to operate with maximum efficiency and impact at scale. Your team's responsibilities will span the entire post-sales customer lifecycle, from seamless onboarding and initial activation to driving expansion opportunities and ensuring successful renewals. The ultimate goal is to ensure that every B2B customer derives maximum value from the Speak platform and that every learner within these organizations achieves their language proficiency aspirations.
• • Key responsibilities will include establishing and leading the APAC Customer Success organization, directly managing CSMs across Korea, Japan, Taiwan, and emerging markets. You will be accountable for all post-sales revenue metrics, including achieving the ambitious 130%+ NRR target for the APAC region, encompassing both direct and partner accounts. A significant part of your role will involve driving expansion revenue by coaching your team to proactively identify and capitalize on upsell and cross-sell opportunities, often in close collaboration with the Sales department. You will be tasked with instilling operational excellence by designing, implementing, and refining scalable processes for customer onboarding, health scoring, renewal management, Executive Business Reviews (QBRs), and proactive customer engagement programs.
• • Furthermore, you will manage strategic regional partnerships, ensuring that Partner Operations Managers are fully equipped to foster growth through key channel partners. Developing your team will be a core focus, achieved through the establishment of clear performance metrics, consistent and impactful coaching, and fostering a strong culture of accountability, continuous improvement, and professional growth. You will act as a crucial cross-functional liaison, partnering closely with Sales, Marketing, Product, and Engineering teams to effectively surface valuable customer insights, drive product adoption, and continuously enhance the overall customer experience. Additionally, you will spearhead the launch of programmatic engagement campaigns in collaboration with the Marketing team, aimed at boosting activation rates and increasing weekly active usage across all customer segments.
• • This role requires a strategic thinker with a hands-on approach, capable of navigating the complexities of a fast-paced, international market. You will be the champion for our B2B customers in APAC, ensuring their success and advocating for their needs internally. Your leadership will directly contribute to Speak's global expansion and its mission to make language learning accessible to all.