Customer Success Regional Lead, APAC
About the role
ABOUT TALON.ONE:
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.
Today, over 250 of the world's most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.
ABOUT US:
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.
Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world's most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.
ABOUT THE ROLE:
Following our continued global expansion, we're looking for a Customer Success Regional Lead, APAC to own and scale customer success across APAC. In this senior, hands-on leadership role, you will be responsible for the overall success, retention, and growth of Talon.One's customers in the region. You will act as a strategic partner for your team and the wider business, bridging the gap between customer business goals and our technical platform to drive significant commercial impact.
ABOUT THE TEAM:
As the Regional Lead at Talon.One, you'll lead a high-performing team of Customer Success Managers within a highly collaborative global ecosystem. We partner closely with Sales, Technical Account Management, Support, and Partnerships to ensure our customers thrive. We operate as "one team"; sharing insights, aligning early, and fostering a customer-first, data-driven culture. We are committed to building an inclusive environment where diverse perspectives drive better solutions for our international client base.
ONCE YOU ARE HERE YOU WILL:
Mentor and develop a team of Customer Success Managers, setting clear performance expectations, KPIs, and long-term career development paths
Define and execute a regional strategy aligned with global goals, while identifying specific trends, risks, and opportunities unique to the APAC market
Partner with Account Management to drive renewal and expansion strategies, ensuring accurate forecasting and measurable business value for every client
Work with Technical Account Management for post-sales enablement, Sales for account planning, and Product to relay customer feedback that influences our roadmap
Improve CS processes, playbooks, and tooling to support regional scale while ensuring a consistent, high-quality customer experience
Track and report on adoption, health scores, and outcomes to proactively mitigate churn and capitalize on growth opportunities
Maintain a hands-on approach with key enterprise accounts, helping them translate complex marketing objectives into successful outcomes using our API-first platform and acting as key escalation support for team members and clients
WHAT WE NEED YOU TO BRING TO THE TABLE:
2+ years of experience leading and scaling Customer Success teams, with a total of 5+ years in CS or Account Management within B2B SaaS
A strong background in the Mar-tech space and experience working with enterprise customers on complex, technical products
Proven ownership of renewals, expansions, and a data-driven approach to forecasting and decision-making
Deep familiarity with APAC market dynamics
Excellent and trusted leadership and stakeholder management skills, with the ability to communicate effectively across technical and non-technical audiences
High emotional intelligence, empathy, and positivity, strong relationship builder who fosters a creative, collaborative and positive work environment
Experience improving processes and playbooks in a fast-growing, international company
The ability to thrive in a senior, hands-on role while operating within change and ambiguity
WHAT'S IN IT FOR YOU:
1,600 SGD annual learning budget
30 days of annual leave, plus extra paid days for your birthday and moving day
450 SGD home office setup budget, a 75 SGD monthly home office allowance
Freedom to work from abroad for up to 90 days worldwide!
WeWork On-Demand access for flexible workspace solutions
Mental health support with nilo.health
Benefit from extensive health coverage via Cigna Care Connect, extending to your dependents
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