Director, Customer Success, Apac

We are seeking a Director, Customer Success, APAC to lead our Customer Success function across the Asia-Pacific region. You will own the regional strategy and P&L level outcomes for retention, expansion, and customer health, and serve as the senior strategic partner to our key brand, seller, and agency accounts.

Fluency in Mandarin (spoken and written) and English is essential for serving our Chinese-speaking sellers and agency partners. You will report to the VP, Customer Success, and act as the regional voice of the customer to our Product, Sales, and Partnerships leadership.

What You'll Do:

Regional Strategy & Ownership

• 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

Team Leadership & Development

• 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

Retention, Risk & Growth

• 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

Operations & Scalability

• 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

Cross-Functional Influence

• 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

Community

• Engage in the APAC Levanta Seller Community as a Customer Success Guide, resolving friction and reinforcing value and best practices

What We're Looking For:

• 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