Reporting to the VP, Head of APAC, the APAC Customer Success Lead will transform the team from a primarily relationship- and service-management function into a proactive adoption and mission-outcomes organisation.

Key ResponsibilitiesLead APAC Customer Success Strategy

• Lead the APAC Customer Success function for International Government customers.
• Align Customer Success priorities with regional business goals, strategic accounts, renewal risks, and growth opportunities.
• Establish post-sales engagement models for strategic government customers, DAF / ground station customers, platform customers, and product subscription customers.
• Represent APAC Customer Success in regional and global leadership forums.

Drive Adoption and Customer Outcomes

• Own the post-sales customer lifecycle across product delivery, onboarding, adoption, operationalisation, value realisation, renewal, and expansion support.
• Help customers move from product purchase to active operational usage.
• Develop customer success plans that connect capabilities to customer mission workflows, analyst needs, operational tempo, and decision-making processes.
• Monitor product utilisation, consumption patterns, revenue recognition, user engagement, awareness gaps, and workflow adoption.
• Partner with Account Executives, Strategic Account Managers, Mission Solutions, Solutions Engineers, Solutions Architects, and Services to ensure smooth handoff from presales to post-sales success.

Own Customer Health, Risk, and Renewal Readiness

• Maintain customer health indicators across executive engagement, usage, support experience, product adoption, renewal risk, aged debt, escalations, and expansion potential.
• Lead customer reviews, including service reviews, customer business reviews, and executive business reviews.
• Identify churn, renewal, adoption, and satisfaction risks early and coordinate mitigation plans.
• Support the team in managing escalations, complaints, red events, and sensitive customer communications.

Transform the CSM Team to Drive Technology Adoption

• Build a Customer Success organisation capable of driving technology adoption, not only managing relationships or service issues.
• Develop repeatable playbooks for onboarding, adoption planning, user enablement, customer health reviews, usage monitoring, and expansion identification.
• Ensure CSMs can identify use cases, adoption blockers, training needs, workflow gaps, and opportunities for deeper product utilisation.
• Partner with GTM Enablement and Services to equip CSMs with relevant product, mission, geospatial, AI-enabled workflow, and services knowledge.
• Create a regional CSM skills inventory and development plan.

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