[Hiring] Manager, Customer Success @Remote - Referral Board

Role Description

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Customer Success (APAC) , as part of our Customer Experience team.

As a Manager, Customer Success (APAC) , you will lead and scale a regional pod that covers all CS segments in APAC - Growth, SMB, Mid-Market, and Enterprise.

• Accountable for day-to-day execution, regional retention outcomes, and team health.
• Partnering tightly with cross-functional leaders (Sales, Product, Support, Implementations, Solutions, etc.) to remove blockers and improve the APAC customer experience.

Scope - APAC regional pod

• Owns a regional pod model spanning Growth, SMB, Mid-Market, and Enterprise CSMs in APAC.
• Drives consistent execution of CS plays while allowing for regional nuance (time zones, local expectations, market dynamics).
• Partners with global CS leadership to align APAC operating rhythm, reporting, and escalation paths.

Qualifications

• Meaningful people leadership experience in Customer Success (or equivalent customer-facing leadership).
• Strong customer lifecycle command across onboarding, adoption, renewals, and expansion.
• Proven ability to manage high-stakes escalations with calm, structured decision-making.
• Strong operational discipline - can instrument, report, and improve performance through data.
• Experience coaching across multiple segments and account complexities.
• Comfortable in a global, async environment with strong written communication.
• Writes and speaks fluent English.
• Demonstrates strong automation and AI capabilities.
• It's not required to have experience working remotely, but considered a plus.

Requirements

• Lead, coach, and performance-manage an APAC regional pod spanning Growth, SMB, Mid-Market, and Enterprise.
• Own the APAC pod’s weekly, monthly, and quarterly performance cadence (forecasting, risk reviews, renewals health, expansion motions).
• Ensure consistent application of CS processes, internal SLAs, and documentation standards across the pod.
• Partner with Sales and AM counterparts to drive account plans, renewals execution, and expansion opportunities.
• Build escalation readiness - clarify decision rights, run the regional escalation loop, and coordinate cross-functional response.
• Improve onboarding, adoption, and retention outcomes by identifying process gaps and implementing scalable fixes.
• Develop talent - onboarding, coaching, and creating clear growth paths for CSMs in the pod.
• Maintain strong product knowledge and ensure the pod stays current on new features and policies.

Benefits

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours (we are async).
• 16 weeks paid parental leave.
• Mental health support services.
• Stock options.
• Learning budget.
• Home office budget & IT equipment.
• Budget for local in-person social events or co-working spaces.

Application Process

• Interview with recruiter.
• Interview with future manager.
• Interview with team members (no managers present).
• Bar Raiser Interview.
• Prior employment verification check.