Head of Customer Success, APAC
About Us
At Rezdy, we’re builders, doers, and difference-makers, driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world.
We work in an industry built on adventure, energy, and human connection, and that same spirit fuels how we show up every day. Spanning North America, Europe, and Asia-Pacific, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.
Our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar, for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact, and we celebrate those who lead with curiosity, grit, and drive.
If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.
About the Role
The Head of Customer Success is a critical commercial leadership role responsible for leading and scaling the Customer Success function across APAC.
This role goes beyond customer management — it is about driving measurable commercial outcomes through a high-performing team. You will own the post-sale lifecycle, ensuring customers achieve their goals while maximising retention, expansion, and long-term value.
You will be accountable for setting clear standards, driving execution discipline, and building a culture of ownership and performance.
One Team. One Lifecycle. One Outcome.
In this role, you will:
- Own retention, expansion, and overall customer value across APAC
- Build and lead a high-performing team with clear accountability and standards
- Ensure customers achieve measurable success and long-term engagement
- Drive visibility, discipline, and prioritisation across the customer lifecycle
- Align Customer Success as a core part of the commercial engine
- Translate customer insights into actions and revenue
What you will do
Leadership & Performance
- Develop and lead a high-performing Customer Success team
- Set clear KPIs, expectations, and operating rhythms
- Drive a culture of accountability, ownership, and high standards
- Provide structured coaching, feedback, and performance management
Customer Lifecycle Ownership
- Own the end-to-end post-sale customer journey
- Lead account planning and growth strategies for key customers
- Identify churn risks early and execute mitigation strategies
- Ensure strong retention and expansion performance
Commercial Execution
Own and deliver against Net Revenue Retention (NRR), Churn reduction, Expansion revenue and CSAT / NPS
- Build and implement scalable playbooks (growth, risk, retention)
- Drive Growth Plan execution across managed accounts
- Use data to prioritise accounts and guide team focus
Cross-Functional Leadership
- Partner with Sales and Onboarding to ensure seamless handovers
- Align with Support on escalation and customer experience
- Act as the voice of the customer across the business
Operational Excellence
- Build scalable processes, systems, and reporting frameworks
- Ensure strong CRM (HubSpot) usage and data quality
- Create clear reporting on customer health, risk, and growth
- Improve efficiency and effectiveness across team workflows
What we are looking for
- Proven experience in a senior Customer Success, Account Management, or related leadership role, ideally within SaaS, travel, or tourism sectors.
- Strong track record of improving retention and growing customer accounts through strong relationships and value delivery.
- Strong people leader with a proven ability to build, scale, and coach high-performing teams, driving accountability, performance, and results through change
- Excellent communication and stakeholder management skills, with the ability to influence cross-functionally.
- Commercially driven with clear ownership of revenue outcomes, a data-led approach, and strong experience using CRM and Customer Success platforms (e.g. HubSpot, Salesforce, Gainsight)
- Must have full working rights in Australia (Australian Citizen or Permanent Resident)
When you join our team, you’re stepping into a culture built on momentum, ownership, and clarity of purpose. We move decisively, think boldly, and stay deeply connected to our customers and the people behind the work. Across all our brands, we believe meaningful impact comes from empowered teams, aligned priorities, and unwavering commitment.
Here’s what you can expect:
- High trust, real impact: You’ll have the autonomy and expectation to lead with ownership, tackle problems end-to-end, and make decisions that move the business forward in meaningful ways.
- Curiosity with discipline: We value asking sharp questions, challenging assumptions, and exploring smarter ways to work. We don’t just get things done, but to get them done right for our customers.
- One team, all in: Collaboration beats ego, wins are shared, and we rally together when the work gets tough.
- Space to grow: You’ll be supported and stretched, taking on challenges that build capability, sharpen judgment, and accelerate your growth as a leader and problem-solver.
- Progress with purpose: We move fast, stay focused on what truly matters, and prioritise long-term impact over quick fixes.
You’ll be joining a global team committed to building something that truly matters—and enjoying the ride along the way.
We’d be excited to have you with us. Together, let’s shape the future of the tourism industry.