Director, Customer Success – APAC

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🏄 California, Colorado, +11 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 11%

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Levanta

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

📣 Marketing

🛍️ eCommerce

Marketing • eCommerce • Affiliate Marketing

Levanta is an innovative affiliate marketing software designed specifically for marketplace sellers on platforms like Amazon and Walmart. This AI-powered platform helps sellers manage affiliations, drive high-converting traffic, and unlock additional revenue streams through partnerships with creators and influencers. By automating the tracking and payment processes, Levanta simplifies affiliate management, allowing sellers to focus on growing their sales and enhancing their market presence.

📋 Description

• Define and execute the APAC Customer Success strategy, including segmentation, coverage models, and a regional operating plan aligned to company goals • Own regional retention and expansion targets (NRR, gross retention, renewal rate) and be accountable for forecasting and reporting them to executive leadership • Serve as the executive sponsor for key brand, seller, and agency accounts, leading strategic business reviews and resolving high-stakes escalations • Hire, onboard, and grow a high-performing APAC Customer Success team, and set the standard for coaching, performance management, and career development • Mentor CSMs and act as the senior CS escalation point and subject-matter expert for the region • Build a team culture of accountability, customer obsession, and data-driven decision-making that works across time zones • Establish a proactive framework for identifying churn risk and expansion opportunities across the regional book, and hold the team to it • Lead cancellation, downgrade, and executive-level retention conversations, applying and refining retention playbooks and escalation protocols • Drive product adoption and program performance so that customers see measurable ROI from Levanta • Design and scale CS processes, playbooks, outreach and communication cadences, and tooling, tailored to regional business and cultural norms • Use AI and automation, including AI agents, to improve team efficiency and customer outcomes • Define team metrics, health scoring, and reporting that give leadership clear visibility into regional performance • Partner with Sales, Partnerships, Product, and department heads to create and implement success efficiencies and shape the APAC go-to-market approach • Bring regional insights (marketplace dynamics, seller behavior, platform trends) to the broader CS and Product organizations and influence the roadmap • Engage in the APAC Levanta Seller Community as a Customer Success Guide, resolving friction and reinforcing value and best practices • Report to the VP, Customer Success, and act as the regional voice of the customer to Product, Sales, and Partnerships leadership.

🎯 Requirements

• 10+ years of Customer Success experience in B2B SaaS, including 5+ years leading and developing Customer Success or Account Management teams, ideally including managers or senior CSMs • A demonstrated track record of owning and hitting retention and expansion targets (NRR, gross retention, renewal rate) at a regional or segment level • Experience managing accounts in eCommerce, marketplace, and/or D2C; familiarity with the Amazon Seller ecosystem is a strong plus • Experience building AI agents or applying AI and automation to Customer Success workflows • Proven ability to build CS strategy, processes, and playbooks from the ground up in a fast-paced, high-growth environment • An excellent communicator, written and verbal, who can lead executive-level conversations, including cancellations and escalations, with empathy and clarity • Strong cross-functional partnership with Sales, Partnerships, and Product leadership • Based in APAC, with fluency in English and Mandarin required; an additional regional language is a plus • Tool experience with HubSpot, Linear, Slack, WeCom, Pylon, Claude, and Amazon Seller Central • Must have a permanent address in one of our hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, Washington, Colorado, Massachusetts, North Carolina, Pennsylvania, or DC.

🏖️ Benefits

• A dynamic and supportive work environment where innovation and creativity are encouraged. • Competitive salary and benefits package. • Open vacation and sick policy, take the time you need. • Opportunity for professional growth and advancement within a rapidly expanding startup. • A culture that values diversity, inclusion, and the impact of every team member on our success.

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