Customer Success Manager

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 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.

What You'll Be Doing

You are the orchestrator of the customer journey, ensuring every touchpoint delivers measurable value in a fast-evolving market.

• Own the Customer Relationship: Take full accountability for customer health, retention, and advocacy. You are the CEO of your book of business, driving success across the unique regional commercial landscape.

• Drive AI Adoption: Act as an evangelist for Zendesk's AI and automation suite. You'll translate complex technical features into tailored roadmaps that drive real-world ROI for local and global enterprises.

• Strategic Advising: Build deep, consultative partnerships. You'll advise both technical and non-technical stakeholders on solution fit, configuration, and integration.

• Commercial Growth: Use your business acumen to spot whitespace opportunities. You'll lead renewals and identify expansion paths by demonstrating the clear business impact of our platform.

• Data-Driven Insights: Leverage tools like Gainsight to interpret health metrics, forecast risks, and proactively uncover trends that keep your customers ahead of the curve.

Who We're Looking For

We're looking for a blend of a strategic consultant and a technical enthusiast. You are someone who:

• Thrives on Ownership: You don't wait for instructions you see a gap in the customer journey and fill it with a solution.

• Is Tech-Fluent & Adaptable: You can hold your own in a room of engineers but can also simplify that complexity for a C-suite executive over a coffee.

• Is Analytically Minded: You love using data to tell a compelling story and back up your strategic recommendations.

• Values Humbleness & Hustle: You fit into a culture that prizes collaboration, diversity, and showing up for your teammates.

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 and driving continuous improvement.

• Commercial Savvy: The ability to understand diverse business models and connect product features to revenue drivers and bottom-line impact.

• Technical Agility: A natural curiosity for new technologies, specifically how AI and APIs can scale a global support operation.

• Influence: The soft power to guide stakeholders at all levels, internally and externally, toward a shared vision of success.

Basic Qualifications

• 5+ years of professional experience in Customer Success or Customer Experience (CX).

• Experience in GTM roles within enterprise technology/SaaS (e.g., CSM, Professional Services, Technical Account Management, or Solutions Engineering).

• Educational Background: Bachelor's degree in Business, Engineering, Computer Science, or a related field.

• Hands-on SaaS/AI Experience: Direct experience driving adoption of cloud-based or AI-powered solutions.

• Technical Proficiency: Skilled in using CS tools (e.g., Gainsight) and performing quantitative analysis.

• Language: Native-level fluency in Mandarin and professional-level English proficiency.

Preferred Qualifications

• Enterprise Market Knowledge: Experience working with enterprise clients and understanding the commercial environment.

• Project Management: Strong ability to multitask and manage complex programs or onboarding cycles.

• Innovation Partnering: Experience co-developing long-term success plans and acting as a digital transformation consultant.

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