**Senior Director, Customer Success, APAC - Transforming the Frontline of Work**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration drive success? Look no further than this exciting opportunity to join blithequark as a Senior Director, Customer Success, APAC. At blithequark, we're revolutionizing the world of work by transforming the frontline of hourly workers. Our cutting-edge SaaS platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries, making us a leader in the global workforce management industry. With a strong presence in Sydney, Melbourne, San Francisco, and London, and a remote-first workforce, we're committed to creating a better world of work for all. **About the Role** As a Senior Director, Customer Success, APAC, you'll play a critical role in driving customer satisfaction, retention, and growth for our most strategic APAC customers. You'll establish and execute strategies for SMB, Mid-Market, and Enterprise customer retention and growth, leveraging your expertise in translating business needs into product configuration and fostering strong customer relationships and team culture. **Responsibilities** * Develop and execute the overall Customer Success strategy for the APAC region in partnership with the SVP of Customer Success, driving 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 but not limited to 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, encompassing customer satisfaction, retention, upsell/cross-sell initiatives, renewals, overall team performance, and customer 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 consistent value delivery from Signature investments and enhancing long-term customer outcomes. * Design and implement advanced processes and systems to resolve customer-blocking issues, streamline scalability, and leverage customer insights, enhancing operational efficiency across the Customer Success function. * Collaborate cross-functionally with Sales, Product, Operations, and other teams to ensure seamless customer onboarding, training, and ongoing support to drive measurable customer adoption, value realization, and retention throughout the entire customer lifecycle. * Identify and capitalize on strategic opportunities for revenue expansion within existing accounts through upselling, cross-selling, and value-based selling strategies. * Establish and nurture strong strategic relationships with key stakeholders across APAC customer organizations, serving as a trusted advisor and advocate for their success. * Continuously monitoring industry trends, best practices, and leveraging customer feedback to proactively enhance the customer experience and foster innovation in 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 management, or a related field; * 8+ years of experience in a senior leadership role within Customer Success, Account Management, or a related field, preferably in a B2B SaaS and technically complex environment. * Proven track record of building and scaling customer success teams, driving customer satisfaction, retention, and revenue growth. * Strong strategic planning and execution skills, with the ability to develop and implement effective customer success strategies. * Strong sense of urgency and high attention to detail. * Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level. * Expertise in analyzing technical concepts, translating them into business terms, and effectively communicating complex technical information to customers and internal teams to align business requirements with technical solutions. * Proven experience leading cross-functional teams, including Sales, Product, and Implementation, to resolve customer needs and drive customer success initiatives. * Results-oriented mindset with a focus on continuous improvement, operational excellence, and innovation. * Strong proficiency with customer success platforms, CRM systems, and other relevant tools and technologies. **Additional Information** At blithequark, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe in equal opportunity and that inclusiveness and diversity promote innovation. Our global team members are from a variety of cultures, and we welcome different perspectives and skills. As a Senior Director, Customer Success, APAC, you'll enjoy a range of benefits, including: * Flexible remote-first work policy (with a work-from-home stipend to set you up for success!) * Ownership of a piece of blithequark via our Employee Share Ownership Plan (ESOP) * Paid parental leave to support you and your family * Group Salary Continuance Insurance * Access to our Employee Assistance Program * Additional leave days, including study assistance, celebration days, and volunteering * Opportunities to join our global working groups focused on collaboration, belonging, and connection * Participation in our annual Hackathons * Novated leasing for electric vehicles, internet reimbursement, and more! If you're passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at blithequark and make an impact where it matters most!