APAC Director of Customer Success - Remote Growth

UpGuard; United States; Remote; USD 190,000 - 230,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

$1500 USD annual Learning &Development

Annual leave + 2 UpGuardian leave days

18 weeks paid Parental Leave

Personal Leave Allowance

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Job summary

UpGuard is seeking a Director of Customer Success to lead the APAC CS team from a remote location. You will drive customer strategy, onboarding, and ongoing success for strategic accounts across the region, partnering with sales and product to maximize value and retention.

You will partner with leadership to align global CS standards, scale processes, and ensure measurable outcomes like NRR and CSAT are improving consistently.

Qualifications

• 7+ years of experience in customer success or related roles with leadership experience.
• Strong understanding of SaaS metrics and Go-To-Market models.
• Technical aptitude to bridge complex concepts with business value.

Responsibilities

• Lead APAC CS team; set strategy, cadence, and governance with customers and internal teams.
• Develop adoption plans, delivery models, and value realization at scale.
• Identify expansion opportunities with customers and drive service offerings.
• Own onboarding, training, implementation, and advocacy for key accounts.
• Collaborate with Account Management to improve NRR, GRR, and NPS.
• Monitor customer satisfaction and drive continuous improvement initiatives.

Skills

Customer success leadership

NRR/GRR focus

Strategic account governance

Business metrics literacy

Vendor/partner management

Project management

Stakeholder influence

Education

Bachelor's degree in Business/Engineering/Cybersecurity

Tools

GainSight

ChurnZero

Salesforce

HubSpot

Job description

UpGuard is seeking a Director of Customer Success to lead the APAC CS team from a remote location. You will drive customer strategy, onboarding, and ongoing success for strategic accounts across the region, partnering with sales and product to maximize value and retention.

You will partner with leadership to align global CS standards, scale processes, and ensure measurable outcomes like NRR and CSAT are improving consistently.