Why This Role Why Now
Customer Experience (CX) is undergoing a massive shift. It's no longer about managing tickets; it's about pioneering the future of human-bot collaboration. At Zendesk, we aren't just reacting to the AI revolution—we're the ones building the engine.
As a Senior Customer Success Manager based in Singapore, you'll be a strategic architect for some of the most recognizable brands in the Greater China and APAC region. You'll be at the forefront of digital transformation, guiding customers to leverage cutting-edge AI to hit their business targets. If you're a high-accountability professional who loves the consultative sell and wants to own the full lifecycle—from ROI to expansion—this is your platform for massive impact.
Who we're looking for
We are looking for a blend of a strategic consultant and a technical enthusiast. You are someone who thrives on ownership and doesn't wait for instructions; you see a gap in the customer journey and fill it with a solution. You are tech-fluent, analytically minded, and can simplify complexity for a C-suite executive just as easily as you can hold your own in a room of engineers. You value Humbleness & Hustle and fit into a culture that prizes collaboration, diversity, and showing up for your teammates.
What you'll be doing
- Own the Customer Relationship: Take full accountability for customer health, retention, and advocacy for your book of business across the regional commercial landscape.
- Drive AI Adoption: Act as an evangelist for Zendesk's AI and automation suite, translating technical features into tailored roadmaps that drive real-world ROI.
- Strategic Advising: Build deep, consultative partnerships with technical and non-technical stakeholders on solution fit and integration.
- Commercial Growth: Identify whitespace opportunities, lead renewals, and identify expansion paths by demonstrating clear business impact.
- Data-Driven Insights: Utilize tools like Gainsight to interpret health metrics, forecast risks, and proactively uncover trends.
What you bring to the role
- Language Proficiency: Native-level proficiency in Mandarin is required to support the Greater China region and Mandarin-speaking accounts.
- Customer Centricity: A proven track record of orchestrating seamless end-to-end experiences.
- Commercial Savvy: Ability to connect product features to revenue drivers and bottom-line impact.
- Technical Agility: A natural curiosity for how AI and APIs can scale a global support operation.
- Influence: The soft power to guide stakeholders at all levels toward a shared vision of success.
Basic Qualifications
- 5 to 10 years of professional experience in Customer Success or Customer Experience (CX).
- Experience in GTM roles within enterprise technology/SaaS (e.g., CSM, Professional Services, or Technical Account Management).
- Bachelor's degree in Business, Engineering, Computer Science, or a related field.
- Native-level fluency in Mandarin and professional-level English proficiency.
- Direct experience driving adoption of cloud-based or AI-powered solutions.
Preferred Qualifications
- Experience working with enterprise clients and understanding complex commercial environments.
- Strong project management skills with the ability to manage complex onboarding cycles.
- Experience acting as a digital transformation consultant co-developing long-term success plans.
