Manager, Customer First Operations, APJ

• Theme Collation: Synthesise qualitative feedback from CSM content and call recordings. Review and identify recurring market trends and customer pain points.
• Business Gap Analysis: Act as a strategic advisor to the Leadership Team (LT), providing data-backed guidance on operational gaps and resourcing needs.
• Global Read-outs: Prepare and lead monthly and quarterly business reviews (MBR/QBR) for regional and global stakeholders, ensuring a unified narrative of CX performance.
• Operations: Drive the shift from only focusing on Renewal & Expansion rates to adding leading indicators like Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation

• Cadence Management: Establish and maintain the "operating rhythm" of the CX org, ensuring all critical governance meetings occur on schedule with clear objectives.
• Documentation Accountability: Own the lifecycle of internal documentation, ensuring playbooks and other frameworks (e.g. "Path to Green"), and action items are accurately tracked and completed.
• Performance Accountability: Ensure that regional teams are lifting our standards by identifying gaps and areas of opportunity.

• Capacity & Coverage Planning: Drive the resource planning process, aligning headcount, ratios, and coverage models so top-priority accounts and segments receive the right level of investment.
• Management System Design: Collate feedback and communicate system and reporting changes required to the systems that support our business
• Scaling & Experimentation: Evaluate and pilot new operating models and initiatives (e.g. Key Account programs) to test methodologies, optimise workflows, and build the operational foundation for continued APJ growth.

• • Demonstrated experience and success in customer success operations, preferably within a SaaS and Enterprise business model.
  • Exceptional analytical and quantitative skills; good with numbers, highly logical in thinking, and capable of driving sound decision-making from complex data.
  • Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment.
  • Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis.
  • Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in.
  • A strong growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments.
  • Extreme attention to detail, specifically regarding data hygiene, governance, building slides and operational rigour.
  • Deep experience with CRM and CS platforms (e.g. Salesforce.com, Gainsight) and data visualisation/reporting tools.
  • Proven track record of evaluating operational experiments and implementing successful learnings to optimise workflows.
  • True team player who is comfortable working with both global and local stakeholders to unify strategies.

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