Senior Director of Customer Success – APAC Region – Strategic Growth, Retention & Team Leadership

About arenaflex – Transforming the Future of Work

arenaflex is a global, remote‑first SaaS leader in workforce management, with hubs in Sydney, Melbourne, San Francisco and London, and a distributed team that spans the United States and beyond. Our intelligent platform powers more than 1.5 million hourly workers and 375 000 workplaces across 100 + countries, helping businesses turn chaotic shift schedules into predictable, compliant, and profitable operations. Backed by world‑class investors and recently achieving Unicorn status, arenaflex is on a mission to improve the world of work—one shift at a time—by putting the people who keep the world running at the centre of every product decision.

Why This Role Matters

In the APAC region, the frontline workforce is the engine of economic growth. From bustling cafés in Tokyo to sprawling manufacturing plants in Mumbai, the success of these organisations hinges on the ability to attract, engage, and retain hourly talent. As Senior Director of Customer Success – APAC, you will be the strategic champion for arenaflex’s most valuable customers, shaping the roadmap that drives satisfaction, retention, and expansion across SMB, Mid‑Market, and Enterprise segments. Your leadership will directly influence revenue growth, product adoption, and the overall health of the arenaflex ecosystem in a region that is both diverse and rapidly evolving.

Key Responsibilities

• Strategic Vision & Execution: Design and implement a comprehensive Customer Success strategy for APAC in partnership with the SVP of Customer Success, aligning regional goals with global objectives.
• Team Leadership & Development: Recruit, mentor, and inspire a high‑performing team of Customer Success Managers, Onboarding Specialists, and Renewal Experts, fostering a culture of continuous learning and customer‑centric excellence.
• Revenue & Retention Management: Own the APAC revenue forecast, develop detailed account plans, and drive renewal processes that achieve target retention rates and upsell/cross‑sell goals.
• Performance Metrics & Analytics: Define, track, and optimise KPIs such as Net Promoter Score (NPS), Customer Health Index, churn, expansion revenue, and advocacy metrics, using data‑driven insights to steer the organization.
• Risk Mitigation: Proactively identify high‑risk accounts, coordinate cross‑functional response teams, and implement corrective action plans to safeguard customer health.
• Process & System Design: Build scalable processes and automation tools that reduce friction, accelerate issue resolution, and capture actionable customer insights.
• Cross‑Functional Collaboration: Partner with Sales, Product, Professional Services, and Operations to ensure seamless onboarding, training, and ongoing support throughout the customer lifecycle.
• Growth Opportunities: Uncover and execute strategic expansion initiatives within existing accounts, leveraging upsell, cross‑sell, and value‑based selling methodologies.
• Executive Relationship Management: Serve as a trusted advisor to C‑level stakeholders across APAC customer organisations, championing their success and advocating for arenaflex’s solutions.
• Thought Leadership & Innovation: Stay ahead of industry trends, share best practices, and drive innovation in service delivery based on customer feedback and market intelligence.
• Professional Services Alignment: Work closely with the APAC Professional Services team to coordinate escalations, custom implementations, and solution delivery.

Essential Qualifications

• Bachelor’s degree in Business Administration, Management, or a related discipline (advanced degree preferred).
• Minimum 8 years of senior leadership experience in Customer Success, Account Management, or a comparable function within a B2B SaaS environment, preferably with technically complex offerings.
• Demonstrated success in building and scaling high‑performing Customer Success teams that consistently achieve retention, satisfaction, and revenue targets.
• Strong strategic planning capabilities with a track record of translating vision into executable roadmaps.
• Exceptional communication and presentation skills, capable of influencing executives, board members, and cross‑functional partners.
• Deep expertise in translating technical concepts into business value, ensuring alignment between product capabilities and customer objectives.
• Proven ability to lead cross‑functional initiatives that resolve complex customer challenges and drive adoption.
• Results‑oriented mindset with a relentless focus on operational excellence, continuous improvement, and innovation.
• Advanced proficiency with Customer Success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and data analytics tools.

Preferred Experience & Attributes

• Experience managing large, geographically dispersed teams across multiple APAC markets.
• Exposure to enterprise‑level negotiations, contract renewals, and multi‑year strategic agreements.
• Background in workforce management, HR technology, or related verticals.
• Fluency in one or more APAC languages (e.g., Mandarin, Japanese, Korean) is a strong advantage.
• Track record of championing diversity, equity, and inclusion initiatives within a global organisation.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Analytical Acumen: Strong data‑driven decision‑making, comfortable with dashboards, cohort analysis, and predictive modeling.
• Customer Empathy: Deep understanding of frontline worker challenges and the ability to translate those insights into product and service improvements.
• Strategic Influence: Skilled at navigating complex organisational structures and building consensus among senior stakeholders.
• Change Management: Proven capability to lead teams through rapid growth, scaling processes, and evolving market dynamics.
• Technology Fluency: Comfortable discussing APIs, integrations, and technical architecture with both technical and non‑technical audiences.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. In this role you will:

• Gain exposure to a global executive team and influence strategic direction for a Unicorn‑scale organisation.
• Participate in leadership development programmes, mentorship circles, and industry conferences across APAC.
• Access a robust learning budget for certifications, advanced analytics training, and language courses.
• Lead initiatives that shape the future of workforce technology, positioning you as a thought leader in the HR‑tech space.

Culture, Environment & Values

arenaflex is proud of its remote‑first culture, which blends flexibility with a strong sense of community. Our core values include:

• People‑First Innovation: We design solutions that empower hourly workers and the businesses that rely on them.
• Collaboration Across Borders: Global working groups foster belonging, knowledge sharing, and cross‑cultural collaboration.
• Integrity & Transparency: Open communication and ethical decision‑making are non‑negotiable.
• Continuous Improvement: We iterate quickly, learn from data, and celebrate both successes and failures.

Our APAC offices (where they exist) are vibrant hubs that host quarterly meet‑ups, hackathons, and cultural celebrations, while the majority of the team enjoys the freedom to work from anywhere, supported by a generous home‑office stipend.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the seniority of this role and the cost of living across APAC markets. While exact figures will be discussed during the interview process, candidates can expect:

• Base salary positioned at the top of the market range for APAC senior leadership roles.
• Performance‑based annual bonus tied to regional revenue, retention, and expansion targets.
• Equity participation through the arenaflex Employee Share Ownership Plan (ESOP), allowing you to own a piece of the company’s future growth.
• Flexible remote‑first work policy with a dedicated home‑office stipend for equipment, internet, and ergonomic accessories.
• Comprehensive health coverage, including group salary continuance insurance and mental‑health resources via an Employee Assistance Program.
• Generous paid parental leave, additional leave days for study, volunteering, and cultural celebrations.
• Access to novated leasing for electric vehicles, travel reimbursements, and other sustainability‑focused benefits.
• Opportunities to join global working groups focused on collaboration, belonging, and innovation.
• Annual hackathons, innovation challenges, and community‑building events that encourage creativity and cross‑team interaction.

Commitment to Diversity & Inclusion

arenaflex believes that a diverse workforce fuels innovation. We actively recruit talent from a wide range of cultural, linguistic, and professional backgrounds, and we celebrate the unique perspectives each individual brings. Our inclusive policies ensure that every employee feels valued, respected, and empowered to contribute their best work.

How to Apply

If you are driven by the desire to shape the future of work for millions of frontline employees and thrive in a fast‑growing, technology‑driven environment, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and vision for customer success in APAC.

Apply to this Job

Join arenaflex – Make an Impact Where It Matters Most

At arenaflex, you will be part of a purpose‑driven organisation that is redefining how businesses manage their most valuable asset—their people. Your leadership will directly influence the success of thousands of companies and the everyday lives of millions of workers across the Asia‑Pacific region. Take the next step in your career and help us build a world where every shift is a step toward greater happiness, productivity, and prosperity.