Head of Customer Success APAC

Who We AreAthos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.Who You AreYou’re a natural relationship builder who develops both customers and team members into long-term championsYou get energy from solving problems, coaching others, and driving team successYou can explain complex ideas simply, clearly, and persuasively, both internally and externallyYou care deeply about outcomes - using data, insights, and strategy to drive measurable impactYou’re adaptable, resilient, and thrive in a fast-paced, evolving SaaS environmentYou’re a leader and mentor - inspiring, guiding, and holding your team accountable while fostering a positive, high-performing cultureYou can balance customer needs, team priorities, and business goals with confidence and clarityWhat You’ll DoReporting to the General Manager, APAC, you will support our fast-growing base of leading and emerging ecommerce retailers. As a highly motivated Head of Customer Success, you will be responsible for delivering a best-in-class customer experience for our suite of tools including search, merchandising, personalisation, feed management and optimisation solutions.This role includes responsibilities for all Customer Success activities (including onboarding, adoption, advocacy, retention, etc.), team management and outcomes (e.g., renewals, expansion, etc.). You’ll lead a motivated team owning the end-to-end retention, renewal, plus upsell and cross-sell processes. Product adoption, optimisations and best practices will be the foundation of customer outcomes. This is a great opportunity for a Head of CS looking to gain valuable experience leading a high-performing customer-focussed team and grow their career.How You Will SucceedDrive revenue retention and growth, meeting monthly, quarterly, and annual targets while mitigating churn risks and identifying upsell opportunitiesOwn the end-to-end customer lifecycle, from onboarding to renewal, ensuring strong adoption, retention, and expansionRecruit, develop, and lead a high-performing team of Customer Success professionals, aligned with capacity plans and budgetArticulate the value of our solutions to ecommerce teams and agencies, sharing best practices and optimisations that deliver measurable ROIDefine and oversee customer touchpoint strategies based on segmentation, ensuring consistent and effective engagementMonitor customer health and sentiment metrics to identify risks and areas for improvementPlan and execute scalable customer initiatives, including webinars, workshops, and case studiesGather and leverage customer insights to inform product development and drive continuous improvementAdvocate for the customer internally, ensuring their needs influence product, marketing, and service strategiesTrack and analyse KPIs, implementing corrective actions to achieve business and customer success goalsOptimise processes, tools, and systems to scale CS operations and improve efficiency across the regionProvide coaching, mentorship, and training to develop team capabilities and performanceCollaborate with onboarding, technical support, and partner teams to ensure seamless customer experiencesManage smooth handoffs from Sales to CS, ensuring continuity and clarity for customersCommunicate effectively with senior leadership and cross-functional teams to align on strategy and outcomesWhat We’re Looking ForDeep understanding of ecommerce technology trends, challenges, and best practicesExperience managing teams and driving performance in a fast-paced, customer-centric environmentProven track record in expansion and retentionExceptional resilience and ability to navigate change in a growing organisationStrong problem-solving skills and a positive outlook on challengesAbility to see challenges as opportunities for growth and improvementFast and responsive communication through to resolution - with customers and internallySkilled at identifying roadblocks and bottlenecks and putting action plans in place to resolveExcellent communication and interpersonal skillsAbility to build and maintain strong relationships with customers and stakeholdersStrong analytical and problem-solving skillsExperience working in a remote or hybrid work environmentBenefits And Company PerksFast-growing company with a proven playbook for successWork with innovative, industry-leading technologyJoin a high-performing, supportive teamUncapped commission – your success is rewardedCompany-funded health insuranceRemote-first and flexible work environment