Shaun Chua

• Directed APAC-wide customer success strategy across 13 markets (China, Hong Kong, India, Malaysia, Singapore, Taiwan, Thailand, Indonesia, Philippines, South Korea, Vietnam, Australia, and New Zealand), managing global and regional accounts with US$90M+ annual recurring revenue.
• Built and led a high-performing regional team of 20+ Customer Success Managers, embedding a performance culture that drove 95%+ renewal rates across strategic accounts.
• Drove year-on-year revenue management initiatives—including price increases and new pricing models—delivering 20% organic growth.
• Oversaw operational efficiency and profitability programs, ensuring all customer contracts generated net-positive margin returns across services and products.
• Spearheaded client engagement programs that improved customer retention by 12% and secured multi-year renewals worth US$20M+ annually.
• Launched transformation initiatives that increased Net Promoter Score (NPS) by +25 points, strengthening long-term customer advocacy.
• Partnered with C-level executives in financial services, technology, and government sectors to align customer success delivery with evolving business priorities.

- Managed top 50 strategic global accounts across APAC, securing US$20M+ in contract renewals and achieving 13% YoY growth in service adoption.
- Negotiated multi-year agreements with global enterprise clients, strengthening Iron Mountain’s market leadership.

• Managed top 50 strategic global accounts across APAC, securing US$20M+ in new business and contract renewals and achieving 23% YoY growth in book of business
• Negotiated multi-year agreements with global regional clients, strengthening Iron Mountain’s market leadership
• Partnered with cross-functional teams to introduce digital workflow solutions, resulting in 25% faster onboarding and a 20% increase in client stickiness
• Recognized with multiple client commendations for driving successful service expansions across key accounts
• Iron Mountain's Chairman Club Winner in 2018

• Providing support to Business Units (BU) in South East/West Asia and GCC (Gulf Cooperation Council) to increase revenue performance
• Assisting and acting closely with BU in new/emerging countries for priority actions roll-out and implementation
• Contact Point for Regional Sales and Marketing
• Collaboration with counterparts in Asia for contribution of best practices in commercial performance