[Hiring] Head of Customer Success @PebblePad

Role Description

Reporting to the VP of Customer Success, the Head of Customer Success, APAC is responsible for executing the global Customer Success strategy across the region, translating it into clear regional priorities, performance, and outcomes.

The role is accountable for the health, retention, and growth of the APAC customer portfolio, ensuring customers realise value from their investment in PebblePad while identifying opportunities to expand their use of our products and services.

You will lead the regional Customer Success function, driving consistent, high-quality customer engagement and strong commercial performance, while operating within globally defined standards and contributing regional insight to inform broader strategy.

This role combines leadership, commercial accountability, and hands-on engagement, including ownership of strategic accounts and modelling best practice in customer success, stakeholder management, and commercial conversations.

What You Will Be Doing

• Strategic Leadership
  • Execute and evolve the APAC Customer Success strategy in alignment with PebblePad’s global Customer Success vision and direction.
  • Translate global objectives into clear regional priorities, plans, and measurable outcomes.
  • Embed consistent customer success frameworks, processes, and engagement models across the region.
  • Use customer insight, health metrics, and performance data to proactively identify risks, opportunities, and required interventions.
  • Contribute regional insight and recommendations to global strategy, supporting continuous improvement of product, service, and customer experience.
  • Act as a senior advocate for APAC customers internally, ensuring their needs are represented in business decision-making.
• Commercial & Portfolio Ownership
  • Own the health, retention performance, and growth of the APAC customer portfolio.
  • Accountable for achieving regional GRR, renewal performance, and expansion ARR targets.
  • Lead renewal governance, including risk identification and mitigation strategies across the region.
  • Maintain accurate forecasting and reporting, ensuring clear visibility of risks and opportunities.
  • Partner closely with Business Development to identify and execute land-and-expand opportunities.
  • Collaborate with Professional Services to drive service adoption, managed services opportunities, and commercial engagement.
  • Establish clear account planning standards and oversee execution across the team.
  • Personally manage a portfolio of high-value strategic accounts, acting as an executive sponsor and trusted advisor.
• Leadership & Team Management
  • Lead and performance manage the APAC Customer Success team, ensuring delivery against globally defined standards for customer engagement, retention, and growth.
  • Set clear expectations and accountability across the team for portfolio management, forecasting discipline, and commercial performance.
  • Conduct regular 1:1s, performance reviews, and structured coaching to support both performance and development.
  • Support hiring, onboarding, and effective ramping of new team members.
  • Partner with the VP of Customer Success on leadership development, capability building, and ongoing team effectiveness.
  • Foster a high-performing, collaborative, and accountable team environment aligned to global ways of working.
  • Partner with the Senior Education Solutions Consultant on regional initiatives, ensuring activity is aligned to customer needs, regional priorities, and the broader Customer Success strategy.
• Customer & Community Engagement
  • Build and maintain strong relationships with senior stakeholders across strategic customer accounts.
  • Lead executive business reviews, renewal discussions, and strategic account conversations.
  • Work hand in hand with the Senior Education Solutions Consultant to ensure regional services and engagement approaches meet the evolving needs of clients.
  • Represent PebblePad externally at conferences, webinars, and customer events.
  • Collaborate with the Global Community Lead to ensure community engagement translates into meaningful account-level outcomes.
  • Promote and amplify customer success stories, innovation, and best practice across the PebblePad community and wider sector.

Success Measures – Year 1

• APAC GRR maintained at 95% or above.
• Regional expansion ARR targets achieved.
• 100% of APAC accounts health-scored within 90 days.
• Renewal forecast accuracy of 90%+ within a 90-day window.
• Increased Professional Services engagement and attach rates across the region.
• Improved customer engagement and maturity across strategic accounts.
• Strong team performance aligned to regional and global objectives.

Qualifications

• Strong experience in Customer Success within SaaS, ed-tech, or enterprise customer environments.
• Demonstrated success managing complex customer accounts, including multi-stakeholder environments and, ideally, multi-product portfolios.
• Proven ability to drive customer retention, adoption, and value realisation across a diverse customer base.
• Strong commercial awareness with experience supporting renewals, identifying growth opportunities, and contributing to expansion outcomes.
• Skilled at building and maintaining trusted relationships with senior stakeholders within customer organisations.
• Experience working cross-functionally with Sales, Product, and Professional Services teams to deliver customer outcomes.
• Data-driven, with the ability to use customer insights, health metrics, and reporting to prioritise activity and manage risk across a portfolio.
• Excellent communication, presentation, and stakeholder management skills.

Leadership Capability

• Demonstrates strong ownership, accountability, and sound judgement in managing customer relationships and business outcomes.
• Able to guide, influence, and support peers, contributing to team performance and consistent ways of working.
• Brings a structured and thoughtful approach to planning, prioritisation, and decision making.
• Comfortable leading customer conversations at a senior level and representing the business externally where required.
• Contributes positively to team culture, collaboration, and continuous improvement initiatives.
• Experience managing or supporting team performance or development.

Nice to Have

• Experience managing Customer Success teams within an ed-tech environment.
• Experience working with multiple products or complex solution offerings.
• Exposure to renewal forecasting, pipeline contribution, or commercial targets.
• Experience presenting at senior or executive-level customer meetings.
• Familiarity with CRM and Customer Success platforms (e.g. HubSpot, ChurnZero).

Additional Information

The role is full time and remote. Some travel will be required to customers, conferences, and company events. As an international organisation operating across multiple time zones, occasional work outside standard business hours will be required to support our global customers and teams.

We believe in inclusion and diversity and are proud to be an equal opportunities employer.