Chief Customer Officer APAC (Kuala Lumpur)

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About The Company

They are a leading SaaS provider, powering the digital commerce and logistics ecosystem across the Asia-Pacific region. By enabling enterprise clients—brands, retailers, distributors, and 3PLs—to streamline their operations, expand their regional presence, and scale efficiently, they play a crucial role in shaping the future of e-commerce infrastructure. Global and regional leaders trust their solutions, and they continue to expand across markets with an ambition to double their growth in the coming years. Joining them means working at the center of transformation in e-commerce and logistics, with the opportunity to drive measurable impact across the region.

Opportunity Details

Working Location : Kuala Lumpur, Malaysia (office-based with flexibility).

Working Time : Standard business hours, Monday to Friday.

Employment Type : Full-time, permanent.

Compensation : Senior leadership package with competitive base salary, performance incentives, and benefits.

Benefits : Comprehensive health insurance, paid leave, and other locally competitive perks.

Reporting Line : Chief Revenue Officer, Asia-Pacific.

Team Management : Direct leadership of Strategic Account Managers, Customer Success, and Customer Operations teams across APAC.

Role Purpose

The Chief Customer Officer (APAC) will oversee the strategy and implementation of revenue growth from key enterprise accounts across the Asia-Pacific region. This involves managing account expansion, customer success, and operational coordination to ensure ongoing value creation and sustained customer satisfaction. The role is both financially responsible, with direct accountability for quota targets related to account expansion,  and strategically influential , guiding the execution of customer success and account management across the region.

Main Objectives

Expand revenue from strategic accounts through upsell, cross-sell, and multi-country expansion.

Ensure high renewal and retention rates by strengthening customer success practices.

Institutionalize account management SOPs and reporting cadences across the region.

Responsibilities

Drive annual revenue growth targets for the APAC strategic accounts portfolio.

Develop account expansion strategies and deliver quarterly account plans for key clients.

Lead CXO-level engagement with strategic customers, conducting regular business reviews.

Collaborate with Country Heads to align account strategies and execution in local markets.

Oversee Customer Success to ensure renewals, satisfaction, and long-term expansion opportunities.

Build and standardize account management SOPs, CRM practices, and reporting procedures across the APAC region.

Guide Customer Operations to ensure delivery commitments are aligned with client expectations.

Coach and mentor Strategic Account Managers, enabling strong pipeline management and high-value deal closure.

Represent the company externally in industry forums, events, and client networks to strengthen positioning.

Candidate Profile

Education & Qualifications

Bachelor’s degree in Business, Management, or related field (required).

An advanced degree (MBA or similar) is a plus.

Professional Experience

10+ years of experience in senior commercial or account leadership roles.

Proven track record of managing enterprise portfolios USD 20M ARR .

Hands-on experience with multi-million-dollar enterprise contract negotiations .

Experience leading regional teams and delivering results across diverse APAC markets.

Strong background in SaaS, e-commerce, retail, or logistics technology.

Technical Skills

Proficiency in enterprise account planning, pipeline management, and CRM tools.

Skilled in managing complex commercial negotiations with global enterprises.

Familiarity with customer success frameworks and best practices.

Behavioral Competencies

Gravitas and authority to engage with senior executives at global brands.

Strong commercial mindset, balancing growth ambition with disciplined execution.

Excellent communication and presentation skills in English; additional Asian languages are a plus.

Culturally agile, able to navigate APAC’s diverse business environments.

Strategic leader with the ability to coach, motivate, and scale high-performing teams.

Knowledge Domain

Deep knowledge of e-commerce and logistics ecosystems across Asia-Pacific.

Understanding of SaaS value creation models and enterprise technology adoption.