Head of Customer Success, APAC

About Us

Today PebblePad is a leading ed-tech company partnering with top-tier colleges, universities, professional organisations, and credentialing bodies around the globe.

PebblePad helps educators combine the best of experiential learning and authentic assessment to bridge the gap between ambition and reality in ways traditional learning platforms cannot. We help higher education institutions create rich, meaningful, student-centered learning experiences that guide learners to prepare for, make sense of, curate, and showcase their learning journeys.

We are also one amazing team. We support one another, celebrate success together, and genuinely believe that enjoying what we do is part of making a difference.
About the Role

Reporting to the VP of Customer Success, the Head of Customer Success, APAC is responsible for executing the global Customer Success strategy across the region, translating it into clear regional priorities, performance, and outcomes.

The role is accountable for the health, retention, and growth of the APAC customer portfolio, ensuring customers realise value from their investment in PebblePad while identifying opportunities to expand their use of our products and services.

You will lead the regional Customer Success function, driving consistent, high-quality customer engagement and strong commercial performance, while operating within globally defined standards and contributing regional insight to inform broader strategy.

This role combines leadership, commercial accountability, and hands-on engagement, including ownership of strategic accounts and modelling best practice in customer success, stakeholder management, and commercial conversations.
What You Will Be Doing
Strategic Leadership

- Execute and evolve the APAC Customer Success strategy in alignment with PebblePad’s global Customer Success vision and direction.

- Translate global objectives into clear regional priorities, plans, and measurable outcomes.

- Embed consistent customer success frameworks, processes, and engagement models across the region.

- Use customer insight, health metrics, and performance data to proactively identify risks, opportunities, and required interventions.

- Contribute regional insight and recommendations to global strategy, supporting continuous improvement of product, service, and customer experience.

- Act as a senior advocate for APAC customers internally, ensuring their needs are represented in business decision-making.

Commercial & Portfolio Ownership

- Own the health, retention performance, and growth of the APAC customer portfolio.

- Accountable for achieving regional GRR, renewal performance, and expansion ARR targets.

- Lead renewal governance, including risk identification and mitigation strategies across the region.

- Maintain accurate forecasting and reporting, ensuring clear visibility of risks and opportunities.

- Partner closely with Business Development to identify and execute land-and-expand opportunities.

- Collaborate with Professional Services to drive service adoption, managed services opportunities, and commercial engagement.

- Establish clear account planning standards and oversee execution across the team.

- Personally manage a portfolio of high-value strategic accounts, acting as an executive sponsor and trusted advisor.

Leadership & Team Management

- Lead and performance manage the APAC Customer Success team, ensuring delivery against globally defined standards for customer engagement, retention, and growth.

- Set clear expectations and accountability across the team for portfolio management, forecasting discipline, and commercial performance.

- Conduct regular 1:1s, performance reviews, and structured coaching to support both performance and development.

- Support hiring, onboarding, and effective ramping of new team members.

- Partner with the VP of Customer Success on leadership development, capability building, and ongoing team effectiveness.

- Foster a hig