Director, Customer Success, APAC

Levanta; United States; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Dynamic and supportive work culture

Competitive salary and benefits

Open vacation and sick policy

Professional growth opportunities

Diversity and inclusion culture

Hub states-based policy (US)

Job summary

Levanta, a creator affiliate platform, seeks a Director of Customer Success for APAC. You will own regional strategy, retention, and expansion, acting as a senior partner to key brand, seller, and agency accounts across Mandarin-English contexts.

You will build a high-performing APAC CS team, establish data-driven processes, and drive product adoption to deliver measurable ROI for Levanta’s marketplace ecosystem.

Qualifications

• 10+ years in Customer Success in B2B SaaS.
• 5+ years leading CS or Account Mgmt teams.
• Experience in eCommerce, marketplace, and/or D2C.
• Proven ability to build CS strategy, processes, and playbooks from the ground up in a fast-paced environment.
• Experience building AI/automation in CS workflows.

Responsibilities

• Define and execute the APAC CS strategy, including segmentation and regional operating plan.
• Own regional retention and expansion targets; forecast and report to executives.
• Lead strategic reviews with key brand, seller, and agency accounts and handle escalations.
• Hire, onboard and grow APAC CS team; set coaching and development standards.
• Mentor CSMs and act as the regional escalation point and SME.
• Drive product adoption and program outcomes for measurable ROI.

Skills

CS leadership

B2B SaaS

Executive communication

Tools

HubSpot

Slack

WeCom

Pylon

Claude

Amazon Seller Central

Job description

Levanta is the creator affiliate platform built for modern e-commerce. We connect brands, creators, publishers, and marketplaces through a single platform for creator discovery, activation, partnership management, payments, and cross-channel performance measurement. Through our Creator Marketplace and AI-powered Social Discovery, brands can access more than 90,000 vetted creators and millions more across TikTok, Instagram, and Facebook, building measurable creator partnerships across Amazon, Walmart, Shopify, and other retail channels.

Following our recent $22 million Series B, which brought our total funding to more than $43 million, we are investing further in our technology, our team, and our expansion across the retail ecosystem. We are building the infrastructure for Creator Commerce Media and creating more opportunities for brands to grow, creators to earn, and marketplaces to generate measurable demand.

We are seeking a Director, Customer Success, APAC to lead our Customer Success function across the Asia-Pacific region. You will own the regional strategy and P&L level outcomes for retention, expansion, and customer health, and serve as the senior strategic partner to our key brand, seller, and agency accounts.

Fluency in Mandarin (spoken and written) and English is essential for serving our Chinese-speaking sellers and agency partners.You will report to the VP, Customer Success, and act as the regional voice of the customer to our Product, Sales, and Partnerships leadership.

What You'll Do:

• Define and execute the APAC Customer Success strategy, including segmentation, coverage models, and a regional operating plan aligned to company goals
• Own regional retention and expansion targets (NRR, gross retention, renewal rate) and be accountable for forecasting and reporting them to executive leadership
• Serve as the executive sponsor for key brand, seller, and agency accounts, leading strategic business reviews and resolving high-stakes escalations
• Hire, onboard, and grow a high-performing APAC Customer Success team, and set the standard for coaching, performance management, and career development
• Mentor CSMs and act as the senior CS escalation point and subject-matter expert for the region
• Build a team culture of accountability, customer obsession, and data-driven decision-making that works across time zones
• Establish a proactive framework for identifying churn risk and expansion opportunities across the regional book, and hold the team to it
• Lead cancellation, downgrade, and executive-level retention conversations, applying and refining retention playbooks and escalation protocols
• Drive product adoption and program performance so that customers see measurable ROI from Levanta

Operations & Scalability

• Design and scale CS processes, playbooks, outreach and communication cadences, and tooling, tailored to regional business and cultural norms
• Use AI and automation, including AI agents, to improve team efficiency and customer outcomes
• Define team metrics, health scoring, and reporting that give leadership clear visibility into regional performance

Cross-Functional Influence

• Partner with Sales, Partnerships, Product, and department heads to create and implement success efficiencies and shape the APAC go-to-market approach
• Bring regional insights (marketplace dynamics, seller behavior, platform trends) to the broader CS and Product organizations and influence the roadmap

Community

• Engage in the APAC Levanta Seller Community as a Customer Success Guide, resolving friction and reinforcing value and best practices

What We're Looking For:

• 10+ years of Customer Success experience in B2B SaaS, including 5+ years leading and developing Customer Success or Account Management teams, ideally including managers or senior CSMs
• A demonstrated track record of owning and hitting retention and expansion targets (NRR, gross retention, renewal rate) at a regional or segment level
• Experience managing accounts in eCommerce, marketplace, and/or D2C; familiarity with the Amazon Seller ecosystem is a strong plus
• Experience building AI agents or applying AI and automation to Customer Success workflows
• Proven ability to build CS strategy, processes, and playbooks from the ground up in a fast-paced, high-growth environment
• An excellent communicator, written and verbal, who can lead executive-level conversations, including cancellations and escalations, with empathy and clarity
• Strong cross-functional partnership with Sales, Partnerships, and Product leadership
• Based in APAC, with fluency in English and Mandarin required; an additional regional language is a plus
• Tool experience with HubSpot, Linear, Slack, WeCom, Pylon, Claude, and Amazon Seller Central

What Levanta Offers:

• A dynamic and supportive work environment where innovation and creativity are encouraged.
• Competitive salary and benefits package.
• Open vacation and sick policy, take the time you need.
• Opportunity for professional growth and advancement within a rapidly expanding startup.
• A culture that values diversity, inclusion, and the impact of every team member on our success.
• Must have a permanent address in one of our hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, Washington, Colorado, Massachusetts, North Carolina, Pennsylvania, or DC.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Levanta’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which a Armed Forces service medal was awarded pursuant to Executive Order 12985.