The Power of Partnership: Driving Value in APAC

Can you introduce yourself, your role as Regional Manager – Customer Success, and where you’re based?

Brett: Hi, I’m Brett Potts and I’m the Regional Manager for Customer Success across APAC at SmartRecruiters, based in Melbourne, Australia.
In my role, I lead a team of Customer Success Managers who partner with our enterprise customers across the region to help them get the most value from the SmartRecruiters platform. That includes everything from adoption and optimisation through to long-term success planning and renewals.
What I really enjoy about Customer Success is that it sits right at the intersection of customers, product, and business outcomes — so every day you’re working closely with different parts of the organisation to help customers hire better and move their talent strategy forward.

You’ve been with SmartRecruiters for more than five years — can you walk us through the different roles you’ve had during that time?

Brett: I joined SmartRecruiters just over five years ago as a Customer Success Manager working directly with customers across APAC. At the time, the focus was really on helping organisations successfully implement and adopt the platform, while also building strong long-term partnerships with them.
Over time my role naturally expanded — I started taking on more complex enterprise customers and working more closely with our internal teams around strategy, renewals, and customer advocacy.
Recently I moved into the Regional Manager role, which has been a really exciting step because it allows me to combine that customer experience with leadership. Now my focus is not only on customer outcomes, but also on supporting and developing the team — helping them grow their skills, build strong relationships with customers, and deliver great results across the region.
One of the things I’ve always appreciated about SmartRecruiters is that there’s a lot of opportunity to grow if you’re willing to step up and take on new challenges.

What are your main priorities in your current role, and how do you partner with customers and internal teams to achieve them?

Brett: My main priority is ensuring our customers are truly successful with the platform — not just using it, but actually seeing measurable impact in their hiring outcomes.
That means working closely with our customers to understand their goals and helping them align SmartRecruiters to support those goals, whether that’s improving time-to-hire, candidate experience, or recruiter productivity.
Internally, Customer Success is very collaborative. We partner closely with Sales, Product, Support, and Professional Services to make sure customers are getting the right support at the right time.
I also spend a lot of time helping the team think strategically about their customers — not just solving today’s problem, but helping customers think about where they want to go next.

From a Customer Success perspective, can you share an example of how you supported a customer?

Brett: One example that stands out is when a customer was experiencing some challenges with adoption across different parts of their organisation.
Rather than focusing just on the technical side, we worked closely with their leadership team to better understand how their recruiters were actually working day-to-day and where the friction points were.
From there we were able to adjust how they were using parts of the platform, introduce some additional training, and connect them with other customers who had solved similar challenges.
Within a few months we saw adoption improve significantly, but more importantly the customer felt much more confident that the platform was supporting their hiring strategy.
For me, that’s what Customer Success is really about — listening, understanding the bigger picture, and then helping customers move forward with confidence.

In terms of your own development, what skills or experiences are you most interested in building next?

Brett: Leadership development is definitely a big focus for me right now.
Moving into a management role has shifted my perspective quite a bit — it’s no longer just about my own customers, but about how I support the team to succeed and grow in their roles.
I’m really interested in continuing to build my leadership skills, particularly around coaching, team development, and strategic planning.
I’m also passionate about customer advocacy and how we can elevate customer voices both within SmartRecruiters and across the industry.

Looking ahead, what excites you most about your future at SmartRecruiters?

Brett: What excites me most is the opportunity to continue growing alongside the company.
SmartRecruiters has always been an organisation where people can evolve their careers, and I’ve experienced that first-hand over the last five years.
Looking ahead, I’m excited to keep building a strong Customer Success team in APAC, help our customers achieve great outcomes with the platform, and continue contributing to the broader growth of the business.
It’s a really exciting time to be part of the journey.