Director, Customer Success – APAC

Levanta

. Define and execute the APAC Customer Success strategy, including segmentation, coverage models, and a regional operating plan aligned to company goals .

Posted 11/12/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success strategy development and execution, with a strong focus on retention and expansion metrics in the B2B SaaS sector. Proven ability to lead and mentor high-performing teams while leveraging AI and automation to enhance customer outcomes.

Highest-signal resume keywords

Customer Success Strategy DevelopmentRetention And Expansion Targets ManagementAI And Automation ImplementationCross-Functional PartnershipTeam Leadership And Mentoring

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Success ManagementRetention Metrics (NRR, Gross Retention, Renewal Rate)B2B SaaS ExperienceAccount ManagementProcess DevelopmentPlaybook CreationData-Driven Decision MakingChurn Risk IdentificationProduct Adoption StrategiesExecutive-Level Communication

Soft Skills

EmpathyClarity In CommunicationCoaching And Performance ManagementTeam Culture BuildingConflict Resolution

Tools & Technologies

HubSpotLinearSlackWeComPylonClaudeAmazon Seller Central

Industry Keywords

B2B SaaSECommerceMarketplaceD2CAmazon Seller EcosystemAPAC RegionCustomer Success PlaybooksHigh-Growth EnvironmentRetention PlaybooksExecutive Sponsorship

About the role

Key responsibilities & impact

Define and execute the APAC Customer Success strategy, including segmentation, coverage models, and a regional operating plan aligned to company goals
Own regional retention and expansion targets (NRR, gross retention, renewal rate) and be accountable for forecasting and reporting them to executive leadership
Serve as the executive sponsor for key brand, seller, and agency accounts, leading strategic business reviews and resolving high-stakes escalations
Hire, onboard, and grow a high-performing APAC Customer Success team, and set the standard for coaching, performance management, and career development
Mentor CSMs and act as the senior CS escalation point and subject-matter expert for the region
Build a team culture of accountability, customer obsession, and data-driven decision-making that works across time zones
Establish a proactive framework for identifying churn risk and expansion opportunities across the regional book, and hold the team to it
Lead cancellation, downgrade, and executive-level retention conversations, applying and refining retention playbooks and escalation protocols
Drive product adoption and program performance so that customers see measurable ROI from Levanta
Design and scale CS processes, playbooks, outreach and communication cadences, and tooling, tailored to regional business and cultural norms
Use AI and automation, including AI agents, to improve team efficiency and customer outcomes
Define team metrics, health scoring, and reporting that give leadership clear visibility into regional performance
Partner with Sales, Partnerships, Product, and department heads to create and implement success efficiencies and shape the APAC go-to-market approach
Bring regional insights (marketplace dynamics, seller behavior, platform trends) to the broader CS and Product organizations and influence the roadmap
Engage in the APAC Levanta Seller Community as a Customer Success Guide, resolving friction and reinforcing value and best practices
Report to the VP, Customer Success, and act as the regional voice of the customer to Product, Sales, and Partnerships leadership.

Requirements

What you’ll need

10+ years of Customer Success experience in B2B SaaS, including 5+ years leading and developing Customer Success or Account Management teams, ideally including managers or senior CSMs
A demonstrated track record of owning and hitting retention and expansion targets (NRR, gross retention, renewal rate) at a regional or segment level
Experience managing accounts in eCommerce, marketplace, and/or D2C; familiarity with the Amazon Seller ecosystem is a strong plus
Experience building AI agents or applying AI and automation to Customer Success workflows
Proven ability to build CS strategy, processes, and playbooks from the ground up in a fast-paced, high-growth environment
An excellent communicator, written and verbal, who can lead executive-level conversations, including cancellations and escalations, with empathy and clarity
Strong cross-functional partnership with Sales, Partnerships, and Product leadership
Based in APAC, with fluency in English and Mandarin required; an additional regional language is a plus
Tool experience with HubSpot, Linear, Slack, WeCom, Pylon, Claude, and Amazon Seller Central
Must have a permanent address in one of our hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, Washington, Colorado, Massachusetts, North Carolina, Pennsylvania, or DC.

Benefits

Comp & perks

A dynamic and supportive work environment where innovation and creativity are encouraged.
Competitive salary and benefits package.
Open vacation and sick policy, take the time you need.
Opportunity for professional growth and advancement within a rapidly expanding startup.
A culture that values diversity, inclusion, and the impact of every team member on our success.