Regional Head, Customer Success - APAC

qs; Kuala Lumpur; On-site; MYR 250,000 - 420,000; Full time

Benefits offered by this job

Annual bonus scheme

20 days annual leave

Flexible working arrangements

EAP and health benefits

Diversity and inclusion initiatives

Job summary

QS Quacquarelli Symonds is seeking a Regional Head of Customer Success for APAC in Kuala Lumpur, Malaysia. The role combines leadership across CS and Account Management with strategic client engagement and revenue growth.

You will drive segmentation, portfolio adoption, and cross-product collaboration to deliver value across QS products. You will lead a regional team, partner with Commercial Leaders, and push for scalable, high-impact CX outcomes while embracing a 2-day-per-week in-office hybrid

Qualifications

• Significant experience leading Customer Success/Account Management in global B2B organisations.
• Experience managing multi-product client portfolios in data, SaaS, information services, or higher education sectors.
• Proven track record leading client-facing teams and regional portfolios.

Responsibilities

• Lead regional CS and Account Management across APAC to deliver QS’s CX strategy.
• Drive client segmentation, engagement models, and portfolio adoption.
• Collaborate with Commercial Leaders to drive revenue retention, renewals, and expansion.
• Oversee renewal planning and account strategy with regional Sales teams.
• Promote CX technology, data insights, and AI enablement within regional teams.
• Ensure scalable, referenceable client experiences and proactive health monitoring.

Skills

Leadership in CS

Strategic account management

Cross-functional collaboration

Data-driven decision making

Stakeholder management

Tools

CRM software

Job description

Role: Regional Head, Customer Success - APAC

Location: Kuala Lumpur, Malaysia

Job type: Full time, permanent – hybrid

Hybrid Work Model: Employees expected to work 2 days in the office per week.

Role Responsibilities

1. Lead Customer Success and Account Management Across the Region

• Lead the regional Customer Success and Account Management organisation, ensuring consistent delivery of QS’s global CX strategy and operating model across the full product portfolio.
• Oversee the management of all client relationships in the region, ensuring strong account ownership, proactive engagement, and clear accountability for client outcomes.
• Lead and develop high-performing teams responsible for client engagement, account management, and product success.
• Act as the regional escalation point for complex client relationships, strategic partnerships, and high-impact client issues.
• Ensure regional teams maintain a holistic view of client relationships across multiple QS products and services.

2. Drive Client Segmentation and Engagement Models

• Implement the global client segmentation framework within the region, ensuring engagement models align with client value, complexity, and strategic importance.
• Ensure the right level of coverage and engagement across different client tiers — from scalable, tech-enabled support to high-touch strategic partnerships.
• Oversee account planning and engagement strategies for key and strategic clients.
• Continuously refine regional approaches to segmentation and engagement based on client needs, product adoption, and market dynamics.

3. Drive Client Value and Portfolio Adoption

• Ensure Customer Success teams support clients in maximising value across the entire QS product portfolio, not just individual solutions.
• Promote insight-led client engagement that leverages QS data, intelligence, and market expertise to help clients achieve their institutional objectives.
• Encourage cross-product collaboration and coordination to ensure clients experience a cohesive and integrated QS partnership.
• Work closely with Commercial Leaders in the region to lead executive engagement with key regional clients to strengthen strategic relationships and long-term value.

4. Partner with Commercial Teams to Drive Revenue Growth

• Lead structured renewal planning and account strategy discussions for key clients.
• Collaborate closely with regional Sales and Commercial teams to drive revenue retention, renewals, and expansion opportunities.
• Ensure Customer Success and Account Management teams proactively identify opportunities for upsell, cross-sell, and portfolio expansion across QS products.
• Ensure CX is positioned as a strategic driver of revenue growth and client lifetime value, not just service delivery.

5. Deliver Operational Excellence and Scalable CX

• Ensure consistent adoption of the global Customer Success operating model, delivery frameworks, and playbooks across the region.
• Drive operational discipline through consistent use of CRM systems, client health scoring, and engagement reporting.
• Identify regional operational improvements and collaborate with global leadership to evolve the CX model.
• Balance high-touch engagement for strategic accounts with scalable delivery models for the broader client base.

6. Champion Technology, Insights, and AI Enablement

• Promote adoption of CX technology, CRM tools, automation, and AI-driven insights within regional teams.
• Ensure teams leverage QS data and intelligence to guide client engagement, identify risks, and uncover growth opportunities.
• Support the implementation of new CX tools, systems, and enablement programs introduced globally.
• Encourage proactive, insight-led engagement with clients.
• Any other duties that fall within the purpose and scope of the role.

Key Outcomes / Measures of Success

Client Experience & Outcomes

• Improved regional CSAT, NPS, and client advocacy
• Consistent and high-quality client experiences across the QS portfolio
• Strong strategic partnerships with key institutions

Retention & Revenue Growth

• High client retention and renewal rates
• Growth in regional revenue through upsell and cross-sell opportunities
• Increased client lifetime value and portfolio adoption
• Strong pipeline of expansion opportunities originating from CX engagement

Client Segmentation & Engagement

• Successful implementation of tiered client engagement models
• Appropriate coverage and engagement across client segments
• Clear account ownership and effective account planning

Operational Excellence

• Consistent adoption of CX frameworks, processes, and systems
• Improved client health monitoring and proactive engagement
• Efficient and scalable service delivery across the regional client base

Technology & Insight Adoption

• Effective use of CRM, automation, and AI tools within CX workflows
• Increased use of QS insights and data within client engagement
• Successful adoption of global CX technology initiatives

Key Skills and Experience

Experience

• Demonstrated significant experience in Customer Success, Client Services, or Account Management in global B2B organisations.
• Experience managing client relationships across multi-product portfolios, ideally within data, SaaS, information services, or higher education sectors.
• Proven track record leading client-facing teams and managing regional customer portfolios.
• Experience implementing scalable engagement models, segmentation frameworks, and account management practices.
• Experience partnering with Sales and commercial teams to drive revenue outcomes.

Skills

• Ability to drive accountability for both client outcomes and commercial growth.
• Strong understanding of revenue retention, expansion strategies, and account growth models.
• Exceptional relationship management skills with experience engaging senior client stakeholders.
• Ability to position the organisation as a strategic partner rather than a vendor.
• Strong capability in using CRM systems, data insights, and technology to support proactive client engagement.

Benefits

• Competitive base salary
• Access to an annual bonus scheme (for qualifying roles only)
• 20 days annual leave, plus public holidays
• Generous maternity and paternity leave
• Access to an Employee Assistance Programme (EAP) and MiCare health
• A vibrant social environment and multicultural and multinational culture
• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
• A focus on welfare led by our global wellness team, with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
• Support for volunteering and study leave
• Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme
• Brand new breakout and relaxing spaces in office

Equal Opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.