Manager, Customer First Operations, APJ

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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" o