Manager Client Services

About the role

As Manager of Client Services, APAC you own key client relationships across Australia, New Zealand and the wider APAC region, lead a team of four, and carry the gross revenue number for APAC. You report directly to the CEO and sit in the leadership group. This is a build role as much as a manage role — the playbook that lets the team cover twice as many clients is not written yet. That part is yours.

Key responsibilities

• Own the key client relationships — be the senior relationship owner for LOKE's most important APAC clients, run quarterly business reviews and clear success plans, spot risk early, and turn happy clients into references and introductions

• Lead and develop the team — manage, coach and develop four direct reports, set clear goals and give real feedback, set the standard for how LOKE looks after clients in region, and handle escalations and difficult renewals

• Build and scale the function — design the APAC client services model that works at 2x and 5x the current client base, build playbooks and segmentation that let a small team cover a lot of ground, forecast hiring needs and recruit new team members as the region grows, and work across Support, Onboarding and Product

• Own APAC gross revenue — carry the number and be accountable for gross revenue generated by APAC clients, drive retention and reduce churn, grow existing accounts through new sites and modules, own the regional forecast and report monthly to the CEO, and ensure pricing and contracts are commercially sound

• Be the voice of the APAC customer — feed structured client insight into Product and keep the global leadership team honest about what is happening on the ground in APAC

About you

• 5+ years in client services, account management or customer success

• At least 1–2 years leading a team, or clear evidence of leading without the title — mentoring, running a pod, owning a process others follow

• Experience managing enterprise or strategic accounts, with genuine comfort in front of client executives

• Has carried a target of some kind — retention, expansion, upsell — and can talk to how they hit it

• Commercially literate — comfortable with pricing, contracts and forecasting, or ready to get there fast

• Clear communicator who can be direct with clients and with us

• Full working rights in Australia and able to work from the Melbourne office on a hybrid basis

• Willing to travel within APAC as needed

• Highly regarded: Hospitality, retail or payments background; SaaS or platform experience in a scale-up; experience working across multiple APAC markets; data fluency; experience helping build a function

About us

LOKE powers branded ordering, payments and loyalty for thousands of hospitality operators — from single independent venues through to global groups. APAC is our home market and our biggest opportunity.

Benefits

• $110,000 – $140,000 base + superannuation, plus a performance bonus tied to APAC gross revenue

• Hybrid working — three days in the Melbourne office, two from home

• Budget and authority to build out the team

• Direct line to the CEO and a seat in the leadership group

• A genuine step up — regional ownership earlier in a career than most companies would offer it