Senior Director Customer Success

As a Senior Director Customer Success at Locus, you will play a crucial role in driving customer value, retention, and growth for APAC enterprise accounts in the Supply Chain, Logistics, or Transportation domain. Your responsibilities will include: Key Responsibilities: - Build, mentor, and manage a geographically distributed Customer Success team across multiple APAC markets. - Develop and execute region-specific customer success strategies considering diverse market needs, cultural nuances, and business environments. - Establish scalable processes and playbooks to ensure consistent customer outcomes. - Drive seamless onboarding experiences, accelerate product adoption, and maximize customer lifetime value. - Identify expansion opportunities and collaborate with Sales to drive net revenue retention. - Champion customer advocacy programs to generate references, case studies, and testimonials specific to APAC markets. - Proactively manage renewals and mitigate churn risks through data-driven health monitoring. - Partner with Product, Sales, and Support teams to represent the voice of APAC customers. - Influence product roadmap based on regional market requirements and customer feedback. - Ensure seamless handoffs and coordinated customer experiences across all touchpoints. - Utilize CRM and analytics tools (e.g., Salesforce, Gainsight, HubSpot) to maintain accurate health metrics and forecasts. Qualifications: - 12+ years in Customer Success, Account Management, or Strategic Consulting with at least 5+ years leading CS teams in a senior leadership capacity. - Demonstrated success in building, scaling, and managing high-performing, geographically distributed teams across multiple markets. - Proven track record of developing talent, establishing team structures, and creating scalable CS frameworks and playbooks. - Experience managing strategic enterprise accounts ($500K+ ARR) in B2B SaaS or enterprise technology companies. - Strong domain knowledge in Supply Chain Management, Logistics, or related industries. - Technical fluency to understand complex product architectures, integrations, and how they solve real business problems. - Experience operating in Southeast Asia (SEA) and additional exposure to India and/or Middle East markets is highly preferred. - Strong executive presence with the ability to lead QBRs, steering committees, and customer advisory boards. - Experience leading diverse, multi-functional teams including Customer Success Managers, Technical Account Managers, and Service HelpDesk. - Ability to foster collaboration, break down silos, and create a culture of customer-centricity across the organization. ,