Regional Head of Customer Success

Role: Regional Head, Customer Success - APAC

Location: Kuala Lumpur, Malaysia

Job type: Full time, permanent – hybrid

This position offers a hybrid work model, allowing flexibility between working from home and our office. Typically, employees are expected to work 2 days in the office per week.

Application deadline: 5PM Wednesday 17th June, 2026

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally.

Our commitment to people development is recognised globally: QS is a Gold-accredited Investors in People organisation, placing us among the top 28% of workplaces worldwide. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day.

As a Regional Head of Customer Success, this is what you’ll be doing:

The Regional Head of Customer Success is responsible for leading the delivery of QS’s Customer Success and Account Management strategy across their region, ensuring clients experience seamless, value-driven partnerships across the full QS portfolio of products and services.

Reporting to the Global Director of Customer Success, this role translates global CX strategy into high-performing regional operations. The Regional Head will lead regional Customer Success and Account Management teams responsible for managing client relationships, delivering measurable outcomes, and identifying opportunities for growth across the QS ecosystem.

The role plays a critical part in ensuring clients receive a consistent, insight-led experience across all QS products, while also driving client retention, expansion, and long-term strategic partnerships.

The Regional Head will oversee regional client segmentation, engagement models, and account management practices to ensure the right level of support and partnership is provided to each client segment.

Role responsibilities

1. Lead Customer Success and Account Management Across the Region

• Lead the regional Customer Success and Account Management organisation, ensuring consistent delivery of QS’s global CX strategy and operating model across the full product portfolio.
• Oversee the management of all client relationships in the region, ensuring strong account ownership, proactive engagement, and clear accountability for client outcomes.
• Lead and develop high-performing teams responsible for client engagement, account management, and product success.
• Act as the regional escalation point for complex client relationships, strategic partnerships, and high-impact client issues.
• Ensure regional teams maintain a holistic view of client relationships across multiple QS products and services.

2. Drive Client Segmentation and Engagement Models

• Implement the global client segmentation framework within the region, ensuring engagement models align with client value, complexity, and strategic importance.
• Ensure the right level of coverage and engagement across different client tiers — from scalable, tech-enabled support to high-touch strategic partnerships.
• Oversee account planning and engagement strategies for key and strategic clients.
• Continuously refine regional approaches to segmentation and engagement based on client needs, product adoption, and market dynamics.

3. Drive Client Value and Portfolio Adoption

• Ensure Customer Success teams support clients in maximising value across the entire QS product portfolio, not just individual solutions.
• Promote insight-led client engagement that leverages QS data, intelligence, and market expertise to help clients achieve their institutional objectives.
• Encourage cross-product collaboration and coordination to ensure clients experience a cohesive and integrated QS partnership.
• Work closely with Commercial Leaders in the region to lead executive engagement with key regional clients to strengthen strategic relationships and long-term value.

4. Partner with Commercial Teams to Drive Revenue Growth

• Lead structured renewal planning and account strategy discussions for key clients.
• Collaborate closely with regional Sales and Commercial teams to drive revenue retention, renewals, and expansion opportunities.
• Ensure Customer Success and Account Management teams proactively identify opportunities for upsell, cross-sell, and portfolio expansion across QS products.
• Ensure CX is positioned as a strategic driver of revenue growth and client lifetime value, not just service delivery.

5. Deliver Operational Excellence and Scalable CX

• Ensure consistent adoption of the global Customer Success operating model, delivery frameworks, and playbooks across the region.
• Drive operational discipline through consistent use of CRM systems, client health scoring, and engagement reporting.
• Identify regional operational improvements and collaborate with global leadership to evolve the CX model.
• Balance high-touch engagement for strategic accounts with scalable delivery models for the broader client base.

6. Champion Technology, Insights, and AI Enablement

• Promote adoption of CX technology, CRM tools, automation, and AI-driven insights within regional teams.
• Ensure teams leverage QS data and intelligence to guide client engagement, identify risks, and uncover growth opportunities.
• Support the implementation of new CX tools, systems, and enablement programs introduced globally.
• Encourage proactive, insight-led engagement with clients.
• Any other duties that fall within the purpose and scope of the role.

Key skills and experience

Experience

• Demonstrated significant experience in Customer Success, Client Services, or Account Management in global B2B organisations.
• Experience managing client relationships across multi-product portfolios, ideally within data, SaaS, information services, or higher education sectors.
• Proven track record leading client-facing teams and managing regional customer portfolios.
• Experience implementing scalable engagement models, segmentation frameworks, and account management practices.
• Experience partnering with Sales and commercial teams to drive revenue outcomes.

Skills

• Ability to drive accountability for both client outcomes and commercial growth.
• Strong understanding of revenue retention, expansion strategies, and account growth models.
• Exceptional relationship management skills with experience engaging senior client stakeholders.
• Ability to position the organisation as a strategic partner rather than a vendor.
• Strong capability in using CRM systems, data insights, and technology to support proactive client engagement.

Please note, if you don't meet all the criteria but believe you have the skills and passion to thrive in this role, we encourage you to apply.

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings. With an 85% share of all Google searches for university rankings, the QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education – while helping more than 75,000 students enrol each year.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11

international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

As standard you will have:

• Competitive base salary
• Access to an annual bonus scheme (for qualifying roles only)
• 20 days annual leave, plus public holidays
• Generous maternity and paternity leave
• Access to an Employee Assistance Programme (EAP) and MiCare health
• A vibrant social environment and multicultural and multinational culture

But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
• A focus on welfare which is led by our global wellness team, with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
• Support for volunteering and study leave
• Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme
• Brand new breakout and relaxing spaces in office