APAC Customer Success Director: Scale Adoption & Growth

UpGuard; Sydney; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Monthly lifestyle subsidy

WFH setup allowance

Learning & development allowance

Annual leave

Parental leave

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Job summary

UpGuard is hiring a Director of Customer Success to lead the APAC CS team from Australia. You will shape strategy, governance, and high-value engagements with key customers, driving adoption and expanding services.

You will oversee onboarding, training, implementation and advocacy for strategic accounts. The role demands senior leadership, cross-functional collaboration, and a focus on improving NRR, GRR and NPS across the region.

Qualifications

• 7+ years in customer success, consulting, software implementation or related fields.
• Proven leadership in SaaS operations and GTM execution.
• Strong ability to translate customer value and drive adoption, expansion and retention.

Responsibilities

• Provide thought leadership on customer strategy, governance and executive discussions.
• Develop adoption strategies, delivery plans and economic models for scale.
• Identify expansion opportunities and coordinate with Account Management for growth.
• Oversee onboarding, training, implementation, support, hiring, capacity planning and advocacy for strategic accounts.
• Improve CS metrics (NRR, GRR, NPS) across the business.
• Collaborate with Segment leadership to align standards, processes and tools.
• Drive regional strategy, KPIs and reporting.

Skills

Customer success

SaaS operations

Leadership

Account expansion

Stakeholder management

Education

Business/Engineering/Cybersecurity degree

Tools

Salesforce

HubSpot

Gainsight

Job description

UpGuard is hiring a Director of Customer Success to lead the APAC CS team from Australia. You will shape strategy, governance, and high-value engagements with key customers, driving adoption and expanding services.

You will oversee onboarding, training, implementation and advocacy for strategic accounts. The role demands senior leadership, cross-functional collaboration, and a focus on improving NRR, GRR and NPS across the region.