Customer Success Lead

About Panasonic Digital Asia Pacific

Panasonic Digital Asia Pacific (PDAP) serves as the IT solutions and Professional Services Partner for 63 Panasonic Group companies throughout the Asia Pacific region, including Australia and New Zealand. Operating in seven core business lines, PDAP facilitates Panasonic’s transformation by providing IT leadership, portfolio management, solutions delivery, and IT operations. Supported by Centres of Excellence in Singapore, Malaysia, Thailand, and Vietnam, PDAP focuses on delivering dependable IT services while acting as a strategic digital collaborator to drive modernization and long-term business value leveraging Panasonic’s extensive scale.

Role Summary

The Customer Success Lead is a senior-level position with predominant external customer interaction, responsible for cultivating strategic partnerships with major accounts, propelling account expansion, and ensuring the successful provision of services and solutions. This role functions as the chief liaison between clients and internal departments, integrating strong relationship management, commercial insight, and operational coordination to maximize customer satisfaction, retention, and revenue enhancement. Key responsibilities include devising account strategies, pinpointing growth avenues, and aligning customer expectations with delivery results.

Key Responsibilities

• Act as the main contact point for key external clients
• Develop enduring, strong customer relationships
• Gain in-depth understanding of client business objectives and challenges
• Spot new sales opportunities including upselling and cross-selling
• Formulate and implement plans for account growth
• Meet prescribed revenue and margin goals
• Prepare commercial proposals, pricing quotations, and oversee their closure
• Design account plans detailing objectives and action items
• Identify and map primary stakeholders and decision-makers
• Analyze competitor activities and market trends
• Collaborate extensively with internal teams such as solutions, operations, contracts, finance, and processes
• Ensure prompt delivery of products and services
• Address and escalate customer issues when needed
• Maintain precise opportunity records and sales pipelines
• Provide regular updates on sales forecasts and opportunity pipelines

Job Requirements

• Bachelor’s degree in Business, Marketing, Information Technology, or a related field
• At least 10 years’ relevant experience in Customer Success, Key Account Management, Sales, or Business Development
• Proven history in managing client accounts and generating revenue growth
• Experienced in managing end-to-end sales and customer engagement processes
• Comfortable working within cross-functional and regional teams involving multiple stakeholders
• Proficiency with Customer Relationship Management (CRM) tools, pipeline management, and sales forecasting methodologies
• Strong commercial insight complemented by analytical, negotiation, and presentation skills
• Capable of working autonomously, handling multiple priorities, and thriving in a fast-paced environment
• Specialized experience in account strategy formulation, opportunity and pipeline oversight, proposal creation, and commercial negotiations

Additional Information

Only candidates shortlisted for further consideration will be contacted.