Director - Customer Success (APAC)
About Rocketlane
Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation.
Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects-reducing chaos and boosting customer satisfaction across industries.
We’re a close-knit team of over 200+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $105M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners.
Role Overview
As a Leader - Customer Success, you will own the vision, strategy, and execution of Rocketlane’s customer success function. You will lead and scale a high-performing Customer Success team while driving customer outcomes, long-term retention, and revenue expansion.
This is a hands-on leadership role-balancing strategic thinking with active customer engagement-ideal for someone who enjoys building teams, refining processes, and partnering cross-functionally to deliver exceptional customer experiences.
What You’ll Do
Own the overall Customer Success strategy, ensuring alignment with Rocketlane’s business goals and customer outcomes
Think creatively, combine the latest in AI technology with sound customer principles, drive massive innovation
Lead, mentor, and scale a team of Customer Success Managers, fostering a strong customer-first culture
Build and strengthen executive-level relationships with customers, acting as a strategic advisor and escalation point
Drive excellence across, success plans, product as an integral component of customer workflows, renewals / retention, and expansion
Establish and evolve customer success frameworks, playbooks, and best practices to support scale
Own and track key CS metrics including NRR, churn, expansion, adoption, CSAT, and NPS
Partner closely with Sales, Product, Marketing, and Support to ensure seamless customer journeys and clear accountability
Lead QBRs and strategic reviews with key customers to demonstrate value and unlock growth opportunities
Translate customer feedback and insights into product improvements and GTM strategies
Work with Sales and Marketing to build customer advocacy programs, references, and case studies
Drive resolution of critical escalations while maintaining high customer satisfaction and trust
Continuously review and improve internal processes to increase efficiency and predictability
You Should Apply If You Have
7-10+ years of experience in some combination of Customer Success, Account Management, Professional Services or Client Services, preferably in B2B SaaS
Proven experience leading and scaling CS or PS teams
Strong executive presence with the ability to influence senior customer and internal stakeholders
Have used AI to drive radical efficiencies or to unlock new opportunities
A data-driven, strategic mindset with experience owning retention and expansion outcomes
Comfort operating in fast-paced, high-growth environments with evolving priorities
Excellent communication, coaching, and stakeholder management skills
Why Join Rocketlane?
At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:
Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.
Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.
Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.
Learn and grow: We’re all about learning-and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn a ton about AI.
Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours-so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).