Director, Account Management - APAC (Customer Success)

Position Summary

As a Director of Account Management, you will play a key leadership role within the Account Management organization, either as a regional strategic leader or as a global functional leader overseeing a critical pillar of the client journey. In both cases, you will lead the strategy, execution, and outcomes that drive client satisfaction, retention, and growth at scale.

Reporting to the Senior Director, Account Management, you will either own a regional client portfolio (including Enterprise and Strategic clients), or a global functional area with accountability for outcomes across all regions. In either model, you will lead high-impact initiatives, cross-functional collaboration, and continuous improvement to ensure the delivery of consistent, value-driven client experiences.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

Leadership & Team Management

• Lead a team of Account Management Directors, Senior Managers, and/or cross-functional contributors, depending on your designated region or function.
• Establish clear goals, provide mentorship, and support career development across your team.
• Foster a high-performing, client-centric culture rooted in accountability, collaboration, and continuous learning.

Strategic Ownership

• If Regional: Own the client success strategy and execution for your designated region, ensuring delivery of outcomes across the full client lifecycle—onboarding, adoption, value realization, renewals, and expansion.
• If Functional: Lead a global or cross-regional end-to-end client success strategy, ensuring alignment with organizational goals and global Account Management initiatives.

Project & Program Management

• Oversee strategic initiatives and cross-functional programs to improve client outcomes and operational efficiency.
• Manage project scopes, timelines, resources, communication plans, and KPIs.
• Lead change management across internal teams and client-facing processes.

Client Engagement & Advocacy

• Serve as an executive point of escalation or advisor for Enterprise and Strategic clients.
• Ensure consistent, proactive engagement strategies are implemented by teams to drive adoption, satisfaction, and loyalty.
• Use client feedback, insights, and metrics to inform business decisions and advocate for client needs with internal stakeholders.

Operational Excellence & Insights

• Define and report on success metrics including retention, expansion, product adoption, and portfolio health.
• Standardize best practices, playbooks, and operational frameworks within your region or functional scope.
• Monitor account health, risk trends, and success indicators to proactively mitigate churn and identify growth opportunities.

Cross-Functional Collaboration

• Collaborate with Sales, Product, Support, Marketing, and Services to align on shared goals and deliver a seamless client experience.
• Represent the voice of the client in roadmap planning, service enhancements, and internal planning processes.
• Partner with other Account Management leaders to ensure consistency and alignment across functions and regions.

Minimum Qualifications (Knowledge, Skills, and Abilities):

Experience

• 10+ years in Client Success, Account Management, or a related function within SaaS, enterprise software, or hospitality tech.
• 5+ years in a senior leadership role, with proven experience leading other leaders and managing large portfolios or functions.
• Demonstrated success owning Enterprise and Strategic client relationships and outcomes.
• Experience overseeing regional operations or cross-functional programs that scale across teams.
• Strong background in project/program management and operational excellence, background in hospitality industry is a plus.
• Willingness to accommodate work schedules to support clients across different time zones in APAC region.

Skills

• Executive presence and strategic thinking with strong leadership and coaching abilities.
• Excellent communication and relationship-building skills with internal and external stakeholders.
• Strong project and program management skills with experience leading complex, high-impact initiatives.
• Data-driven and analytical, with the ability to derive insights and drive action.
• Adept at managing change, influencing cross-functional teams, and scaling operations.

Technical Knowledge

• Proficiency in CRM and client success platforms (e.g., Salesforce, Planhat, Zendesk, JIRA).
• Skilled in Microsoft Suite (Outlook, Teams, Excel, PowerPoint).
• Familiarity with BI tools and client health analytics is a plus.

Education

• Bachelor’s degree in Business, Marketing, Hospitality, or related field; MBA or equivalent experience preferred.
• Project Management certification (e.g., PMP, CSM) is a plus.

Other

• Willingness and ability to travel as required for client and internal engagements.

Work Schedule:

Monday through Friday, accommodating work schedules to support clients across different time zones in APAC region. This role will be working in hybrid mode and will require at least 1-2 days’ work from office at Gurugram or Hyderabad.

EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.