Director, Customer Success, APAC

About the Role

AVEVA, a trusted software provider for over 90% of leading industrial companies, is seeking a Director of Customer Success for the APAC region. Based in Singapore or Australia (preference for candidates with unrestricted work rights), this full-time, hybrid position reports to the VP of Customer Success and focuses on leading the regional Customer Success team to ensure customers realize significant business value and outcomes through their partnership with AVEVA.

Key Responsibilities

• Craft and implement the regional Customer Success strategy aligned with global goals while customizing plans for diverse APAC markets, cultures, and customer needs.
• Define operating priorities, success metrics, and frameworks that ensure consistent execution of customer lifecycle stages including onboarding, adoption, renewal, advocacy, and growth.
• Promote a data-driven approach for assessing customer health, identifying risks, and driving value realization.
• Identify regional trends and systemic challenges to inform actions across Customer Success and the organization.
• Lead customer retention, product adoption, consumption, risk mitigation, and revenue expansion strategies in collaboration with Sales and revenue teams.
• Engage directly with strategic customers and executive stakeholders, serving as an executive sponsor on critical accounts.
• Develop and mentor high-performing Customer Success leaders and their teams across APAC, establishing clear objectives, KPIs, and accountability.
• Foster a culture of collaboration, inclusion, and continuous improvement across geographically dispersed teams.
• Partner effectively with cross-functional teams including Sales, Product, Engineering, Support, and Marketing to enhance customer and business outcomes.
• Represent Customer Success priorities in regional leadership forums and contribute to business strategy development.
• Implement operational best practices, scalable engagement models, and capacity planning to support organizational growth.
• Maintain a pulse on customer feedback and market trends to influence product roadmaps and organizational priorities.
• Drive governance, reporting, and performance management processes for transparent regional performance insights.
• Provide executive leadership and advocacy for critical client situations and develop long-term partnership strategies.

Required Skills and Experience

• Extensive leadership experience managing Customer Success in SaaS, subscription-based, cloud, or recurring revenue environments.
• Proven success in managing multi-tiered leadership teams across diverse and international markets, preferably APAC.
• Strong expertise in customer retention, adoption, consumption, satisfaction, and growth strategies.
• History of effective collaboration with Sales and revenue teams to drive commercial outcomes.
• Experience translating global and company strategies into focused regional action plans.
• Demonstrated capability in organizational development, talent coaching, and succession planning.
• Skilled at managing executive relationships with strategic clients and delivering customer advocacy.
• Deep understanding of SaaS business models, subscription economics, and recurring revenue metrics.
• Analytical aptitude for leveraging data and insights in decision-making.

Leadership and Personal Attributes

• Strong leader of leaders able to empower managers with autonomy and accountability.
• Strategic thinker connecting market insights with business objectives.
• Customer and business-focused, balancing advocacy with commercial judgment.
• Decisive, accountable, and decisive in ambiguous situations.
• Excellent executive influencer and cross-functional collaborator.
• Dedicated to talent development and building high-performing teams.
• Data-driven with a commitment to operational excellence and continuous improvement.
• Adaptable, credible communicator with sound judgment and integrity.

Additional Information

• Ability to travel internationally up to 30% as needed.
• Experience working within global organizations and managing teams spread across multiple markets and cultures.
• Ability to manage work across different APAC and global time zones.