Why This Role Why Now
Zendesk is the intelligent heart of customer experience, and our Portfolio Success team is the engine driving value for our high-growth customers. We are looking for a Portfolio Success Manager I to join our Global Scaled organization. This isn't a traditional one-on-one CSM role; it's a chance to be a product expert who leverages data and scaled outreach to impact hundreds of businesses across the APAC region. If you want to master the art of consultative success at scale within a global SaaS leader, this is your moment.
Who we're looking for
The ideal candidate is a proactive problem-solver who thrives in high-volume environments. You don't just troubleshoot—you provide strategic recommendations. You are analytical enough to spot churn trends in data and charismatic enough to lead a webinar that demands an audience's attention. Whether you come from a Support, Sales, or Account Management background, you bring a team-first mentality and a hunger to drive CX outcomes.
What you'll be doing
- Scale Your Impact: Serve as the primary point of contact for a cohort of 200+ customers, driving adoption across various industries.
- Consultative Discovery: Perform deep-dive discoveries to understand business challenges and deliver expert solutions.
- Strategic Growth: Identify expansion opportunities (upsell/cross-sell) that align with customer goals.
- Master the Message: Facilitate webinars and create short-form video content to educate customers on complex product features.
- Data-Driven Defense: Use tools like Gainsight and Tableau to forecast churn risks and execute targeted outreach campaigns to mitigate them.
- Cross-Functional Collaboration: Partner with Sales, Renewals, and Advocacy to resolve escalations and ensure a seamless customer journey.
What you bring to the role
- Customer Centricity: A genuine passion for empathizing with customers and a drive to exceed satisfaction targets.
- Analytical Narrative: The ability to take raw data and turn it into a compelling story that motivates customer action.
- Agility: A can-do attitude in a fast-paced environment where priorities can shift quickly.
- Polished Communication: Confidence in presenting technical solutions to non-technical stakeholders.
Basic Qualifications
- 1+ years of experience in Customer Success, Account Management, or a strategic customer-facing role.
- Language Proficiency: Native-level fluency in Mandarin and professional English (to support the Greater China Region).
- Technical Literacy: Experience using CRM or Data tools (e.g., Salesforce, Gainsight, Zendesk).
Preferred Qualifications
- Experience in the SaaS industry or high-volume account management models.
- Proven track record of hosting webinars or public speaking.
- Experience identifying revenue growth opportunities during the post-sale lifecycle.
