Regional Manager, Customer Success

Company Overview

The hiring company is a blockchain analytics and financial intelligence business focused on compliance, risk management, and digital assets. Its products help banks, exchanges, and regulators identify and stop suspicious activity across blockchain networks. With customers and operations across multiple regions, the organisation is recognised as a reliable infrastructure partner for digital asset compliance. It works as a global team and values measurable customer outcomes, data-led decisions, and close collaboration between functions.

Role Overview

The business is looking for a Regional Manager, Customer Success for APAC to oversee a distributed Customer Success team and manage a portfolio of strategic regional accounts. Reporting to the Global Director of Customer Success, this role will be accountable for improving retention, growth, and customer advocacy, while ensuring regional execution stays aligned with global priorities. The right candidate will have strong people leadership experience and will stay actively involved in important customer relationships.

Key Responsibilities

• Take ownership of an APAC portfolio of strategic accounts and drive adoption, renewals, and ARR growth.
• Manage, coach, and develop a distributed team of 5 to 10 Customer Success Managers across the region.
• Shape and implement the regional Customer Success plan so it supports the global direction while reflecting local market needs.
• Work with the Global Director of Customer Success to define targets, monitor KPIs such as NDR, GDR, and churn, and maintain consistency across regions.
• Create and improve systems for onboarding, customer health tracking, success planning, and ongoing value delivery.
• Partner closely with Sales, Product, Operations, and Marketing to provide a smooth customer journey.
• Bring regional customer feedback back to the business so it can influence global product planning.
• Handle senior customer conversations and escalations when executive-level alignment is needed.
• Improve processes, tools, and operating playbooks for APAC on an ongoing basis.
• Promote shared learning and collaboration across the wider global Customer Success team.

Key Requirements

• At least 7 years of experience in Customer Success or Account Management, including a minimum of 3 years in people leadership.
• A solid record of meeting retention, expansion, and customer satisfaction goals in a B2B SaaS environment.
• Experience leading distributed teams and working through the operational and cultural complexity of APAC markets.
• Strong understanding of Customer Success metrics and operating practices, including forecasting, health scoring, and process design.
• Fluency in Mandarin is required.
• Background working with clients in Crypto, Financial Services, Payments, RegTech, or broader technology sectors.
• Ability to collaborate across time zones and manage priorities in a globally distributed organisation.

Preferred

• Experience building and scaling Customer Success functions in a fast-growing environment.
• Exposure to blockchain, cryptocurrency, or digital assets, or a strong interest in these areas.
• Comfort using AI-powered tools for productivity, customer engagement, and analytics.
• Ease with asynchronous communication and flexible working methods.

Additional Information

Only candidates who are shortlisted will be contacted. The hiring firm is a Singapore-based executive search business focused on leadership hiring across Revenue, Technology, and Corporate functions in Asia. The organisation holds Singapore EA License No: 22S1426.