Manager, Customer First Operations, APJ

 The Manager, Customer First Operations, APJ will play a pivotal role in shaping and scaling our rapidly growing APJ Customer First organisation. Reporting to our APJ GTM Strategy & Operations leadership team, you will be the primary business partner for the APJ VP of Customer First and other senior CX leadership. You will be responsible for establishing and implementing operations rigour and standards for the CX team, spanning Customer Success and Technical Account Management (TAM), while working closely with adjacent teams including Sales, Pre-Sales, Renewals, Support, and Professional Services.In this role, you will design, refine, and continuously optimise our Management Systems, bridging the gap between corporate strategy and regional execution to maximise Net Revenue Retention (NRR). We are looking for an experienced, highly collaborative candidate with a growth mindset, exceptional analytical skills, and an appetite for constant improvement. You will be tasked with integrating the customer journey from sales through to customer success, ensuring that global and local standards are consistently adhered to and operating in support of our aggressive growth targets. This role offers strong potential for career growth and progression towards a Director-level position.

Job Duties and Responsibilities:

Operations & Reporting

• 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 Governance & Accountability

• 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.

Strategy and Planning

• 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.

Cross-Functional Alignment: Partner closely with Sales, Global Operations & Strategy, and other Customer First leaders across APJ to align on priorities, share insights, and ensure regional plans are consistent with global strategy.

Minimum REQUIRED Knowledge, Skills, and Abilities:

• • 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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