Customer Success Lead (APAC)

Company Description

At Zitcha, we help retailers unlock more value from Retail Media.

Our platform supports retailers in building, managing, and growing Retail Media Networks across multiple channels, helping them deliver stronger advertising experiences and better commercial outcomes.

Role Description

We’re looking for a Customer Success Lead, APAC to join our team and manage a portfolio of strategic enterprise clients across the region. In this role, you’ll act as a trusted advisor to senior stakeholders, helping customers achieve their strategic and commercial goals while driving long-term value through adoption, retention, and growth.

This is a high-impact role in a fast-growth environment, suited to someone who can balance strategic account management, commercial thinking, and operational execution. You’ll work closely with Product, Engineering, Sales, and Solutions Engineering to support customer success, represent the voice of the customer internally, and help shape a strong overall client experience.

Responsibilities

Customer Success & Strategic Account Management

• Manage and grow relationships with enterprise clients through proactive engagement and joint business planning
• Develop a strong understanding of each client’s goals, operations, and success metrics
• Build and execute Customer Success Plans aligned to measurable business outcomes
• Act as a trusted advisor to senior stakeholders, supporting long-term strategic partnerships

Commercial Growth & Value Delivery

• Drive adoption and usage across client ecosystems to support retention and expansion
• Identify and lead growth opportunities across upsell, cross-sell, integrations, and partnerships
• Support clients in achieving commercial outcomes, including revenue growth and performance
• Provide strategic guidance on platform capabilities, features, and opportunities for added value

Cross-Functional Collaboration

• Partner closely with Product and Engineering to bring customer feedback into roadmap discussions
• Champion the voice of the customer internally
• Work alongside Solutions Engineers on onboarding, implementation, and ongoing success
• Align internal teams to deliver on commitments and shared goals

Operational Excellence

• Identify ways to improve client workflows and operational efficiency
• Maintain a strong understanding of the platform and product roadmap
• Proactively solve challenges, remove blockers, and support smooth delivery
• Communicate clearly and consistently on progress, priorities, and outcomes

Team & Culture

• Lead with ownership and initiative in a fast-growth environment
• Contribute to a collaborative, high-performance culture
• Support broader business priorities and special projects where needed
• Uphold best practices in data security and compliance

What we’re looking for

Essential

• 6+ years’ experience in Customer Success, Account Management, or a similar client-facing role
• 3-5 years’ experience working with enterprise customers
• Experience managing complex accounts with multiple senior stakeholders
• Proven track record of driving retention, growth, and customer value
• Background in SaaS, AdTech, MarTech, or Retail Media

Nice to have

• Retail experience, particularly in trade or retail media environments
• Experience working cross-functionally with Product and Engineering
• Exposure to onboarding and implementation alongside technical teams

Location: Hybrid — Sydney or Melbourne