Regional Manager, Customer Success

📋 Description

• • Manage a distributed team of 5–10 Customer Success Managers across APAC, providing mentorship, performance guidance, and professional development to drive high-performance outcomes.
• • Own and actively manage a portfolio of key enterprise accounts in APAC, ensuring product adoption, retention, expansion, and renewal to maximize ARR and customer lifetime value.
• • Define and execute regional Customer Success strategies aligned with global objectives, adapting frameworks to meet local market dynamics, regulatory environments, and customer expectations in APAC.
• • Partner with the Global Director of Customer Success to set, track, and report on critical metrics including Net Dollar Retention (NDR), Gross Dollar Retention (GDR), churn, and customer satisfaction scores.
• • Build and scale standardized processes for customer onboarding, health scoring, success planning, and value realization to ensure consistent, high-quality experiences across all accounts.
• • Collaborate cross-functionally with Sales, Product, Operations, and Marketing teams to remove friction in the customer journey and align regional needs with global product roadmaps.
• • Serve as the primary voice of APAC customers to Product and Engineering teams, translating regional insights into actionable product feedback and feature requests.
• • Champion global best practices and knowledge sharing between APAC and other regions, fostering a culture of collaboration, continuous improvement, and shared learning.
• • Engage directly with executive stakeholders at strategic enterprise customers to ensure alignment on business outcomes, address escalations, and strengthen long-term partnerships.
• • Work flexibly across multiple time zones to coordinate with global teams, customers, and stakeholders, ensuring timely responses and seamless communication.
• • Utilize AI-powered productivity, customer engagement, and analytics tools to optimize team efficiency, enhance customer insights, and streamline operational workflows.
• • Drive continuous refinement of playbooks, tools, and metrics to improve team effectiveness and customer outcomes in a fast-paced, evolving SaaS environment.
• • Cultivate a high-trust, inclusive team culture that encourages innovation, psychological safety, and accountability while respecting cultural and operational differences across APAC.
• • Maintain deep familiarity with Elliptic’s blockchain analytics solutions and their application in preventing financial crime for cryptocurrency exchanges, financial institutions, and government agencies.
• • Represent Elliptic’s values of curiosity, innovation, and customer-centricity in all customer and team interactions, promoting a culture of learning and challenge.
• • Support the scaling of Customer Success operations as the company grows, ensuring processes remain scalable, measurable, and aligned with global business goals.
• • Contribute to the development of regional training programs and onboarding materials tailored to APAC market needs and team capabilities.
• • Balance strategic planning with hands-on involvement in critical customer relationships, acting as both a leader and a player-coach.
• • Monitor and respond to emerging trends in crypto, RegTech, and financial services to ensure customer success strategies remain relevant and forward-looking.