Keith Leong

Area Vice President, Customer Success and Renewals, APJ

Trellix

Jul 2024 - Oct 2025 (1 year 4 months)

- Continue to spearhead regional post-sales strategy and execution to maximize customer adoption, retention, and expansion across APJ markets. - Lead a diverse team of Directors, Senior Managers and 30+ customer success and professional services team, fostering a culture of excellence, accountability, and innovation. - Partner with GTM, Channel, and Sales leadership to co-develop integrated go-to-market strategies that strengthen customer lifecycle engagement from onboarding to renewal. - Improved data-driven customer telemetry and AI-based insights to identify churn risks, uncover expansion opportunities, and improve forecast accuracy. - Champion a customer-first operating model centered on measurable value realization, driving double-digi

Senior Director, Customer Success, APJ

Trellix

Jan 2024 - Jul 2024 (7 months)

- Built and scaled the APJ Customer Success Management and Renewals organization from the ground up, overseeing more than $100M in Annual Recurring Revenue (ARR) across 15 markets. - Delivered a 4% improvement in renewal rates within the first two quarters of 2024 through structured customer lifecycle programs and data-driven account coverage models. - Partnered with cross functional leadership to unify post-sales motions under a single regional success framework, improving operational efficiency and customer experience. - Recognized for accelerating business impact and building a high-performing regional team, promoted to Area Vice President, Customer Success & Renewals, APJ in July 2024.

Global Head of Success Management

UNITY

May 2022 - Dec 2023 (1 year 8 months)

• Built and scaled a global customer success organization of 60+ professionals covering Customer Experience, Professional Advisory, Renewals, and Success Operations. • Defined and implemented a global post-sales strategy that unified customer engagement models across technical and non-technical teams. • Partnered with executive leadership to develop telemetry-based health metrics and AI-enabled success scoring to drive adoption and retention. • Collaborated cross-functionally with Product, Sales, and Engineering to align success programs with customer lifecycle goals. • Introduced frameworks for customer onboarding, adoption, and renewal, improving renewal efficiency and cross-sell growth in key enterprise accounts. • Mentored global and re

Head of Customer Success APAC

UNITY

Feb 2021 - Apr 2022 (1 year 3 months)

- Built and led the APAC Customer Success organization from the ground up, establishing regional strategy, structure, and operating model to support enterprise and strategic accounts. - Partnered closely with regional Sales and GTM leadership to drive product adoption, measurable customer value, and high-impact renewal outcomes across key markets. - Owned support services revenue performance for the APAC region, delivering sustained growth through improved engagement and proactive account success programs. - Recognized for creating a scalable, high-performing model that became the blueprint for global operations — promoted to Global Head of Success Management in 2022.

Head of Customer Success, APAC

Splunk

Aug 2018 - Jan 2021 (2 years 6 months)

• Grew and led the APAC Customer Success team to achieve measurable KPIs tied to adoption, consumption, and retention for Splunk Cloud and Enterprise solutions. • Partnered with regional Sales leadership to execute data-driven programs that improved renewal rates and reduced churn risk across top enterprise customers. • Built partnerships with system integrators and managed service providers to scale customer success programs in the region. • Established customer health dashboards and cadence models for executive business reviews, improving predictability and satisfaction. • Drove internal alignment between Success, Services, and Support teams to deliver a seamless customer experience.

Director, Customer Success

Oracle

Dec 2016 - Jul 2018 (1 year 8 months)

• Responsible for customer success in the Customer Experience (CX) Line-of-Business in APAC. • Hired talents, mentored and built regional teams of Customer Success Managers and supporting functions to overachieve Key Performance Indicators and business metrics. • Worked with APAC leadership team to establish new strategies, programs and deliverables for the customer success organization. • Built and trained a team of remote Customer Success Managers to improve customer coverage and deliver engagements at scale.

Senior Principal Success Manager

Salesforce

Feb 2014 - Dec 2016 (2 years 11 months)

- Responsible for leading and driving customer engagements in the ASEAN portfolio. - Engage business leaders and executives to help them get the most value out of Salesforce and to achieve higher Return of Investments. - Provide best practice advice and guidance to customers in their Sales, Service and Digital transformation initiatives. - Working with customers to align solutions to their business strategies.

Technical Account Manager

Microsoft

Sep 2012 - Jan 2014 (1 year 5 months)

Advocacy and support adviser for Microsoft Cloud products and services, Strategic consultant for Microsoft technologies and solutions, Responsible for packaging and delivering software solutions on Datacenter and clients manageability, Plan, deliver and grow Microsoft Services for premier customers.

Principal Business Critical Account Manager

Symantec

Mar 2010 - Sep 2012 (2 years 7 months)

Manage Regional Premier business critical services clients, delivering top notch support management and services. *100% proven commitments to clients in resolving business critical situations and leading teams for proactive services delivery.

Account Support Manager

HewlettPackard

Nov 2000 - Feb 2010 (9 years 4 months)

Manage proactive services contract customers, covering the entire IT environment in deployment projects, support and proactive services delivery.

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