# Customer Success Lead - APAC

**Company**: ElevenLabs
**Location**: Singapore
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://elevenlabs.io/careers/8bd5d5a6-f9b0-48fc-a016-4404e06a0d8a/customer-success-lead-apac
**Canonical**: https://yubhub.co/jobs/job_1e48af24-bb7

## Description

As the Customer Success Lead, you'll lead a team of experienced Customer Success team members across APAC (ANZ, Japan, Korea, South + North Asia). You'll balance people leadership, strategic direction, and hands-on customer impact - driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.

You will:

- Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.

- Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.

- Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.

- Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.

- Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency.

- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.

- Own the ongoing development and optimization of best practices for Enterprise, Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.

- Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.

- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.

- Partner with APAC GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

Requirements:

- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this with accounts in APAC regions

- Deep understanding and experience successfully managing customer relationships within the APAC region

- Demonstrated technical acumen with the ability to upskill and enable the team - fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.

- 8+ years of direct people leadership experience - managing CSMs, driving team quota, and developing talent through coaching and enablement. Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.

- Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.

- Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.

- Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).

- Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.

- Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset

- Language requirements: Must be fluent in English. Second language (Mandarin or Japanese) a plus

- Bonus: Hands-on with GTM tools (Salesforce, Gong, Sigma, Clay) and excited about building with AI Native tools like Claude, Lovable and n8n

## Skills

### Required
- Customer Success
- Post-Sales
- SaaS
- Technical Acumen
- People Leadership
- Strategic Direction
- Hands-on Customer Impact
- Data Insights
- Product Capabilities
- Integrations
- GTM Tools
- AI Native Tools

### Nice to have
- Gong
- Sigma
- Clay
- Claude
- Lovable
- n8n