Manager of Customer Success

Manager of Customer Success | APAC & Middle East

Company Overview:

PartsBase Inc. is the world&aposs largest online Aviation Marketplace and Community. Our global community is comprised of over 7,600 companies accessing our technology in over 217 countries & territories. We work with some of the biggest brands in aviation including Delta, Northrop Gruman, AvAir, Heico, Chevron, Air France Industries, and Air Australia.

PartsBase offers a FULLY remote environment where one can work at the forefront of where the aviation business meets technology. Imagine getting to work with peers worldwide, implementing business technology projects that challenge the boundaries.

Life at PartsBase:

One of the top benefits of working at PartsBase is the culture. We are a TEAM-focused organization, and everyone celebrates each other&aposs successes. Our inclusive culture welcomes all employees and values their unique contributions to our success. Our clients tell us time and time again that our people set us apart from the competition. We naturally strive to hire the very best talent. The ideal candidate is a motivated, well-organized individual who has a deep understanding of prospecting and developing strong relationships with customers.

About the Role

PartsBase is seeking a Manager of Customer Success to lead and develop a team of 46 Customer Success Managers supporting customers across APAC and the Middle East.

This is a true player-coach role: youll drive team performance, ensure customers onboard smoothly, adopt our platform, renew on time, and grow with PartsBase. Youll be in the middle of the actioncoaching daily, reviewing performance, and running a simple, data-driven rhythm to achieve retention and growth targets.

Its a great fit for someone whos ready to step up as a people manager while still staying close to customers and results.

What Youll Do

• Lead & Coach Oversee a team of Customer Success Managers, run weekly 1:1s and team huddles, review customer interactions, and provide clear, actionable feedback.
• Customer Onboarding Ensure structured onboarding with success plans, milestones, and adoption goals.
• Drive Adoption & Retention Support your team in embedding PartsBase into customer workflows, increasing product usage, and driving renewals.
• Manage Risk & Escalations Spot red flags early, guide recovery plans, and act as the point person for priority issues.
• Upsell & Growth Help the team identify and pursue add-ons, advertising sales, and other PartsBase offerings.
• Voice of Customer Capture customer feedback and competitive insights, and share them with Product, Marketing, and Sales Enablement.
• Operational Discipline Maintain clean CRM/CS tools, track forecasts, and ensure dashboards reflect accurate performance.
• Hiring & Ramp Recruit, onboard, and train new Customer Success Managers to strengthen the team.

What You Bring

• 610 years in B2B Customer Success or Account Management (SaaS/marketplace preferred).
• 24+ years of people management experience leading a team of 410 Customer Success Managers or Account Managers.
• Proven success driving customer retention, adoption, and expansion using data-driven methods.
• Strong with CRM/CS tools and comfortable managing dashboards and KPIs.
• Excellent English; additional Asian languages (Bahasa, Mandarin, Japanese, etc.) a plus.
• A leadership style that sets clear expectations, gives candid feedback, and celebrates wins.
• Based in Malaysia, with flexibility to travel across APAC for key meetings and events.

Why Join PartsBase

• Competitive pay (RM $17k) + team bonus structure.
• Uncapped growth opportunities in a global SaaS business.
• Professional development and leadership growth programs.
• The chance to make your mark in one of the worlds largest online aviation marketplaces.

If youre ready to lead, grow, and shape the future of aviation tech in APAC, wed love to hear from you!