Customer Success Lead

Panasonic Digital Asia Pacific (PDAP) is the IT solutions and Professional Services Partner to 63 Panasonic Group companies across the Asia Pacific region (including Australia & New Zealand), operating across seven core business lines.

As a key enabler of Panasonic’s transformation journey, we provide IT leadership, portfolio management, solutions delivery, and IT operations, supported by Centres of Excellence in Singapore, Malaysia, Thailand, and Vietnam.

We deliver reliable and resilient IT services while working closely with Panasonic Operating Companies as a strategic digital partner, driving digital enablement, modernization, and long‑term business value creation across the region, leveraging Panasonic’s scale to innovate and create sustained impact.

Role Summary

The Customer Success Lead is a senior, customer-facing role responsible for building strategic relationships with key external accounts, driving account growth, and ensuring successful delivery of services and solutions.

This role acts as the primary interface between customers and internal teams, combining strong relationship management, commercial acumen, and operational coordination to maximise customer value, retention, and revenue growth. The incumbent will be accountable for developing account strategies, identifying growth opportunities, and ensuring alignment between customer expectations and delivery outcomes.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for external accounts
• Build strong, long-term customer relationships
• Understand client business goals and challenges

Revenue Growth & Sales

• Identify new opportunities, upsell and cross-sell opportunities
• Develop and execute account growth strategy and plans
• Achieve revenue and margin targets
• Prepare proposals, and commercial costing / quotations till closure

Strategic Account Planning

• Create account plans with clear objectives and action steps
• Map key stakeholders and decision-makers
• Understand competitors and recent activities

Collaboration & Coordination

• Work closely with internal teams (solution team, operations team, contract team, finance & processes etc)
• Ensure timely delivery of products/services
• Resolve customer issues and escalate when necessary

Reporting & Forecasting

• Maintain accurate and up-to date opportunities records
• Provide sales forecasts and pipeline updates

• Bachelor’s degree in Business, Marketing, Information Technology, or a related discipline.
• Minimum 10 years of relevant experience in Customer Success, Key Account Management, Sales, or Business Development.
• Proven track record in managing external customer accounts and delivering revenue growth.
• Demonstrated ability to handle end-to-end sales and customer engagement lifecycle.
• Experience working in cross-functional and regional environments with multiple stakeholders.
• Proficiency in CRM tools, pipeline tracking, and sales forecasting.
• Strong commercial, analytical, negotiation, and presentation skills.
• Ability to work independently, manage multiple priorities, and operate in a dynamic environment.

Strong experience in:

• Account strategy and planning
• Opportunity and pipeline management
• Proposal development and commercial negotiation

We regret that only shortlisted candidates will be contacted.