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Head of Customer Success Apac

2 weeks ago

Singapore Qlik Full time

**What makes us Qlik**?**

A Gartner® Magic Quadrant Leader for 15 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.

We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.

**The**Director / Sr. Director - Customer Success Organization for APAC**Role**

The Director / Sr. Director - Customer Success Organization (CSO) APAC role is a regional leader accountable for driving customer success outcomes across the Asia-Pacific region. This role provides strategic leadership across all CSO functions including Customer Success Management (CSM), Customer Success Engineering (CSE), Professional Services, and Customer Support—within a matrixed, multi-functional team structure within the region.

**What makes this role interesting?**
- **
Strategic Scope with Real Autonomy**: You’ll lead Customer Success across 10+ countries with diverse markets, cultural dynamics, and customer maturity. You get to build and lead the APAC model your way — with strong alignment to global CS strategy but full trust to tailor for regional success.
- ** Collaborative, High-Caliber Team**: You’ll work with an ambitious, globally connected CS leadership team that values transparency, speed, and accountability. Cross-functional support from Sales, Renewals, and Services is strong — and you’ll help deepen this alignment.
- ** Impact and Visibility**: This is a senior leadership role with high visibility to Qlik’s executive team. Your impact on customer outcomes and revenue will be direct, measurable, and appreciated — with the freedom to innovate and elevate the region’s CS maturity.
- You’ll be **part of a global CS leadership team**that’s** defining best-in-class practices**, not just reacting to escalations.
- You’ll be able to **align with and influence Product, Sales, Renewals, and Ops**, rather than being siloed.
- Your impact will be visible — both internally and to customers — and **you’ll** have the freedom to experiment and move fast.**

**Challenges**:

- Leading across **diverse cultures, markets, and maturity levels** from Australia to Japan to India.
- Evolving from **reactive support to proactive value realization**, especially in emerging markets.
- Balancing short-term renewal pressures with long-term customer health and advocacy.
- Driving global consistency while respecting local nuance.

**Problems to Solve**:

- How do we **scale Customer Success** in APAC without losing local context?
- How do we **drive consistent customer outcomes** across wildly different customer types and sizes?
- How do we ensure **Customer Success is seen as a revenue enabler**, not a support function?
- How do we build a team and process that **can meet the moment — and scale for**what’s** next?**

**Here’s how you’ll be making an impact**:

- Regional Accountability: Act as the accountable leader for all RVPs and Geo Leaders in APAC from the CSO perspective. Own regional customer success outcomes and CSO strategy execution.
- Matrixed Team Leadership: Lead and align a matrixed organization of CSO personnel across multiple teams and countries (CSM, CSE, Support, Services). Foster a unified regional strategy and team culture.
- Cross-Functional Collaboration: Collaborate closely with regional RVPs, Sales leadership, Product, and global functional leaders to align planning, execution, and customer engagement strategies.
- Commercial Expertise: Engage directly in customer negotiations and executive-level discussions, partnering with Sales and Renewals to support deal strategy, risk mitigation, and commercial outcomes.
- Strategic Growth & Adoption: Define and execute CSO plans tailored to APAC customer needs. Support strategic accounts with initiatives to increase adoption, satisfaction, and long-term value realization.
- Customer Advocacy & Escalation Management: Represent CSO in high-level customer escalations and drive resolution strategies that reinforce trust and partnership.

**We’re looking for a teammate with**:

- 15+ years of experience in customer success, services, or enterprise consulting, ideally in B2B SaaS or analytics/data platform environments.
- Proven leadership across multi-country teams in the Asia-Pacific region.
- Strong commercial orientation and experience with contract strategy and customer negotiations.
- Skilled in navigating matrixed global organizations and aligning cross-functional teams.
- Strong executive presence and stakeholder management skills.
- Preferably of Japanese origin or with deep cultural understanding of Japan.
- Fluent in English; additional languages such as Japanese, Mandarin, or Korean are a plus.

**The location for thi