Manager, Customer Success - APAC

About RemoteRemote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!The positionThis is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Customer Success (APAC), as part of our Customer Experience team.OverviewAs a Manager, Customer Success (APAC) you will lead and scale a regional pod that covers all CS segments in APAC - Growth, SMB, Mid-Market, and Enterprise.You will be accountable for day-to-day execution, regional retention outcomes, and team health, while partnering tightly with cross-functional leaders (Sales, Product, Support, Implementations, Solutions, etc.) to remove blockers and improve the APAC customer experience.Scope - APAC regional podOwns a regional pod model spanning Growth, SMB, Mid-Market, and Enterprise CSMs in APAC.Drives consistent execution of CS plays while allowing for regional nuance (time zones, local expectations, market dynamics).Partners with global CS leadership to align APAC operating rhythm, reporting, and escalation paths.RequirementsMeaningful people leadership experience in Customer Success (or equivalent customer-facing leadership).Strong customer lifecycle command across onboarding, adoption, renewals, and expansion.Proven ability to manage high-stakes escalations with calm, structured decision-making.Strong operational discipline - can instrument, report, and improve performance through data.Experience coaching across multiple segments and account complexities.Comfortable in a global, async environment with strong written communication.Writes and speaks fluent English.Demonstrates strong automation and AI capabilities.It's not required to have experience working remotely, but considered a plus.Key ResponsibilitiesLead, coach, and performance-manage an APAC regional pod spanning Growth, SMB, Mid-Market, and Enterprise.Own the APAC pod’s weekly, monthly, and quarterly performance cadence (forecasting, risk reviews, renewals health, expansion motions).Ensure consistent application of CS processes, internal SLAs, and documentation standards across the pod.Partner with Sales and AM counterparts to drive account plans, renewals execution, and expansion opportunities.Build escalation readiness - clarify decision rights, run the regional escalation loop, and coordinate cross-functional response.Improve onboarding, adoption, and retention outcomes by identifying process gaps and implementing scalable fixes.Develop talent - onboarding, coaching, and creating clear growth paths for CSMs in the pod.Maintain strong product knowledge and ensure the pod stays current on new features and policies.PracticalsYou'll report to: Head of Core Customer SuccessDirect reports:Team: [CX] - [Core Customer Success team]Location: APACStart date: As soon as possibleApplication processInterview with recruiterInterview with future managerInterview with team members (no managers present)Bar Raiser InterviewRemote-96e108c037b8423cbd4c3f07a1f9b38b" rel="nofollow ugc noopener noreferrer" target="_blank">Prior employment verification checkRemote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. At Remote, we fost