Regional Head – Customer Success & Delivery (APAC)

Talismatic; Bengaluru, Mumbai; Hybrid; INR 9,000,000 - 14,000,000; Full time

Job summary

Zycus is seeking a senior leader to own the entire post-sale customer experience across India, Australia, Singapore, Malaysia, the Philippines, and the Middle East. You will be the Chief Customer Officer for APAC, overseeing Professional Services, Customer Support, and Account Management as a single customer organisation.

You will unite PS, Support, and Account Management into one customer-first team, drive renewals and expansions with Sales, sponsor at-risk accounts, and build a scalable

Qualifications

• 20–25 years of experience in senior post-sale roles in B2B tech, SaaS, or IT services.
• 8–10+ years leading post-sale customer functions.
• Proven track record of improving NRR, GRR, and NPS.

Responsibilities

• Own APAC customer strategy with accountability for NRR, GRR, and NPS.
• Unite PS, Support, and Account Management into one customer-first team.
• Drive renewals and expansion in partnership with Sales.

Skills

NRR

GRR

NPS

P&L ownership

CXO relationships

Job description

We’re looking for a senior leader to own the entire post-sale customer experience across India, Australia, Singapore, Malaysia, the Philippines, and the Middle East.

In this role, you’ll effectively be our Chief Customer Officer for APAC, leading Professional Services, Customer Support, and Account Management as one unified customer organisation.

What you’ll do

• Own APAC customer strategy, with clear accountability for NRR, GRR, and NPS

• Unite PS, Support, and Account Management into one customer-first team

• Drive renewals and expansion in partnership with Sales

• Be the executive sponsor for strategic and at-risk accounts

• Build a coverage model that works across six diverse markets and time zones

• Bring the voice of the customer into product and leadership decisions

• Lead, grow, and inspire a large, distributed team

What you bring

• 20–25 years of experience, with 8–10+ years leading post-sale customer functions in B2B tech, SaaS, or IT services

• Proven track record of improving NRR, GRR, and NPS

• Experience leading 100+ member, multi-country teams

• Strong P&L ownership and commercial acumen

• CXO-level relationships across APAC and/or the Middle East

• Cultural agility and a builder’s mindset

Why Zycus

• Industry leader: Recognised as a Leader in the 2026 Gartner® Magic Quadrant™ for Source-to-Pay Suites, and named a Leader in the IDC MarketScape: Worldwide AI-Enabled Source-to-Pay 2025 Vendor Assessment

• Customers love us: Recognised as a Customers’ Choice in the 2025 Gartner® Peer Insights™ “Voice of the Customer” for Source-to-Pay Suites, a strong foundation for a leader focused on NPS and retention

• At the frontier of Agentic AI: Our Merlin Agentic AI platform guides every request through Merlin Intake, unlocks hidden savings through autonomous negotiation, and runs continuously toward outcomes rather than just workflows

• Defining what’s next: By moving beyond Source-to-Pay to Intake-to-Outcomes, Zycus is shaping the next generation of procurement

• Real impact, real mandate: Shape how enterprise customers across a fast-growing region experience Zycus, with the visibility and authority to build something lasting