АвстралияHead of Customer Success, APAC
2 нед. назад
АвстралияHead
Lead and build the Customer Success function across Asia Pacific for AI product Claude, managing a multi-market team and driving customer adoption, retention, and growth.
О компании
- ’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
Обязанности
- As Head of Customer Success, APAC at , you will build and lead our Customer Success function across Asia Pacific. You will scale a team of managers and CSMs who help our most strategic APAC customers realize the full value of Claude. This is a foundational leadership role: you will establish how we run CS in the region, hire and develop a multi-market team of managers, and partner closely with your global counterparts to deliver a globally consistent customer experience while localising where it matters.
- APAC is not one market. You will lead across India, Japan, Korea, ASEAN, and Australia and New Zealand (ANZ), each with its own buying culture, regulatory context, language needs and pace of AI adoption. You will work hand-in-hand with global GTM, Product and Engineering leaders to shape our APAC CS strategy, take APAC customer priorities back into the business, and drive adoption, retention and growth across some of the most exciting markets in the world.
- Build and lead a multi-layered Customer Success organisation across APAC, managing managers and scaling the team responsibly as our APAC business grows.
- Define and execute the APAC CS strategy in close partnership with global CS leadership, aligning with the global agenda while localising approach, motion and programmes for APAC market dynamics.
- Own CS business outcomes including customer health, retention, expansion and satisfaction across APAC accounts.
- Hire, develop and coach a high-performing team of CS managers and individual contributors, building a culture that reflects 's values across Asia's diverse geographies, languages and working cultures.
- Partner with global CS, Sales, Product and Engineering teams so the voice of APAC customers reaches decision-making forums.
- Establish scalable processes, playbooks and operating cadences that work across APAC time zones (India to Japan, Korea and ANZ) and overlap responsibly with global teams.
- Represent with senior customer stakeholders across APAC, leading executive engagements, QBRs and strategic account conversations with enterprises, digital natives, startups and public sector bodies.
- Build strong working relationships with APAC channel and cloud partners, and with systems integrators and consulting firms that shape enterprise AI adoption in the region.
- Contribute to global CS strategy as a senior leader, bringing an APAC perspective to team planning, segmentation and prioritisation.
- Help shape how we deploy AI responsibly with customers across APAC's varied regulatory environments, including data residency, privacy and sector rules in markets such as India, Japan, Korea, Singapore and Australia.
Требования
- 15+ years of experience in management consulting, technology consulting, professional services or customer-facing advisory roles, with a track record of advising senior client executives on complex transformation programmes.
- Experience building and leading multi-market Customer Success or Technical Success organisations, including managing managers
- Track record of scaling CS teams across APAC at enterprise software, SaaS or AI/ML companies
- Demonstrated ability to balance global alignment with regional localisation across multiple APAC markets and cultures.
- Strong people leadership: a clear philosophy on hiring, coaching and developing managers and senior ICs.
- Experience owning enterprise customer relationships and driving measurable business outcomes (retention, expansion, adoption) in APAC markets.
- Strong executive presence and the ability to represent a company credibly with C-suite stakeholders across APAC.
- Excellent cross-functional partnership skills, particularly working across time zones with global leadership teams.
Будет плюсом
- Experience leading Customer Success across APAC
- Working fluency in an APAC language (for example Japanese, Korean or an ASEAN language) or a strong record of leading teams that operate in those languages
- Experience standing up a CS function in a new APAC market from the ground up
- Background in API products, developer platforms or consumption-based business models
- Familiarity with AI/ML technologies and the ability to explain complex technical concepts to business audiences
- Experience working with APAC hyperscaler, channel and SI partners on joint customer delivery
- Track record of influencing global product roadmaps through structured customer feedback from APAC markets
- Passion for responsible AI development and deployment
Другое
- Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
- Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
- Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
- Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
- Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.
- We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Your safety matters to us. To protect yourself from potential scams, remember that recruiters only contact you from @.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of . Be cautious of emails from other domains. Legitimate recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit .com/careers directly for confirmed position openings.
- We believe that the highest-impact AI research will be big science. At we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.
- The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to , including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
- is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.