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.

Our product is for the Hospitality industry - we know and love this industry as part of what we do.

Key responsibilities

Own the key client relationships — be the senior relationship owner for LOKE's most important APAC clients, run quarterly business reviews and transparent 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.

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

Hybrid working — We all meet in the Collingwood office 1 or 2 days a week.

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

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📌 Manager Client Services (Williamstown)
🏢 LOKE Digital
📍 Williamstown