Customer Success Manager

2 weeks ago

Singapur, Singapore Zendesk Full time
Job Description

We are seeking a dynamic and enthusiastic individual who is passionate about cultivating strong connections and delivering exceptional customer experiences.

As Customer Success Managers (CSM), we provide consultation on a range of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite to a diverse customer base. Our goal is to ensure customers are thriving and expanding effortlessly through impactful interactions, driving both business and technical value. Our main focus lies in comprehending our customers' operations, collaborating closely with them to craft a Success Plan, and ultimately achieving quantifiable ROI and customer outcomes leveraging Zendesk.

CSMs are dedicated to a client portfolio within a specific region, entrusted with fostering retention, reducing churn/contraction risks, promoting product adoption, and pinpointing growth opportunities in collaboration with the Sales team. This involves actively engaging with customers at key points in their journey, delivering tailored experiences and suggestions based on their CX development stage. Working alongside Sales, Support, and Product Management peers, we ensure that customers are obtaining results from Zendesk and are poised for sustained growth.

Responsibilities

  • Cultivate and nurture solid relationships with a portfolio of 20-30 customers to enhance retention, drive expansion, and collaborate with customers' technical and business leadership teams on post-sales strategies, guiding customers through their technical adoption process, and empowering them to innovate and deliver tangible business value to their stakeholders.
  • Develop a thorough understanding of customers' business and technical goals, collaborate on crafting a strategic success plan with defined objectives, milestones, and measurable KPIs to achieve set goals.
  • Leverage expertise in the Zendesk platform, best practices, and customer insights to troubleshoot obstacles and rally key resources both internally and externally to actively support customers' success journey.
  • Regularly interact with customers following a structured framework (e.g., user observations, strategic consultations, business reviews, and future planning sessions).
  • Proactively analyze customers' product usage data and take corrective measures to mitigate risks, enhance product adoption, drive business value, and reduce churn.
  • Collaborate with customer-facing teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) to ensure overall platform success, expedite customers' time-to-value journey, safeguard recurring revenue, and expand Net Retention Rate.
  • Periodically evaluate, plan, and document customers' success trajectory with Zendesk using Gainsight.
  • Be ready and willing to travel domestically up to 10% and visit customers in Asia.

Requirements

  • Passion for CX, CX strategy, business transformation, and aiding companies in reaching their objectives.
  • Experience managing Commercial and Enterprise-level accounts.
  • Demonstrated track record in managing engagements, ensuring on-time delivery, fostering cross-functional collaboration, and exhibiting critical thinking abilities.
  • Proficiency in software and subscription services with a strong focus on customer, partner, and market orientation.
  • Excellent communication and presentation skills, along with strong leadership qualities, and confidence in customer interactions.
  • Ability to grasp business requirements and guide customers with best practices and appropriate action steps.
  • Aptitude for articulating business value to stakeholders at various levels within customer organizations, including IT and business leaders.
  • Strong leadership and collaboration capabilities, with the knack for influencing and inspiring cross-functional teams comprising Sales, Renewals, and technical roles.
  • Familiarity with technology deployment applications and overall Enterprise architecture, as well as knowledge in Customer Support/CX (industry and technology).
  • Strong analytical skills, including experience with Looker, Tableau, or similar tools, and the ability to transform data into insights to fuel strategic initiatives.
  • Self-motivated individual thriving in collaborative and independent work environments.
  • Proficiency in English, both native and business-level. Proficiency in Asian languages like Bahasa, Tagalog, Mandarin, is a bonus.

Qualifications

  • Minimum of 5 years of relevant experience in customer-facing CX or Operational Leadership roles, Customer Success, Account Management, or strategic consulting. Previous Customer Service Management experience is a plus.
  • Experience in Product Management or technical/business consulting roles contributing to technical delivery management or program management for large, complex global clients is an advantage.
  • Proven track record in managing up to 50 accounts.
  • Prior experience utilizing CRM or Customer Success software such as SFDC and Gainsight for prioritizing and managing accounts.
  • Experience engaging with multiple levels of customer stakeholders, including technical administrators, C-level executives, and procurement teams.
  • Background in a demanding role necessitating strong leadership, effective priority management, and high emotional intelligence.
  • Demonstrated ability to identify and collaborate on expansion strategies and opportunities with Sales and account teams.
  • Ability to quickly comprehend and articulate technical and business concepts, including demonstrating SaaS capabilities to customers.
  • Applied knowledge of CX solutions, best practices, and customer insights to troubleshoot obstacles and lead resources to support customers' success plans. Familiarity with Zendesk is beneficial.
  • Prior experience utilizing Zendesk from a CX/EX standpoint is an asset.

Zendesk software is designed to bring peace to the fast-paced realm of customer service. We facilitate billions of conversations with renowned brands across the globe.

At Zendesk, we believe in offering our team members a rewarding and inclusive environment. Our hybrid work model allows us to gather in person at various Zendesk offices worldwide to connect, collaborate, and learn, while also providing the flexibility to work remotely part of the time.

In this position, you will benefit from our enriching hybrid experience, combining onsite engagement filled with connection, collaboration, learning, and celebrations, along with the freedom to work remotely part of the week. Attendance at our local office for a portion of the week is mandatory, with the specific in-office schedule to be determined by the hiring manager.

  • Customer Success Manager

    3 months ago

    Singapur, Singapore AVEVA Full time

    AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably. We’re the first software business in the world to have our sustainability targets validated by the...

  • Customer Success Manager

    1 month ago

    Singapur, Singapore Qlik Full time

    Description What makes us Qlik? A Gartner Magic Quadrant Leader for 13 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster. We...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Qlik Full time

    Description What makes us Qlik? A Gartner Magic Quadrant Leader for 13 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster. We...

  • Customer Success Manager

    1 week ago

    Singapur, Singapore Qlik Full time

    Description What makes usQlik Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data.A Gartner Magic Quadrant Leader for 13 years in a row!Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone...

  • Customer Success Manager

    1 month ago

    Singapur, Singapore Zendesk Full time

    Job Description We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite with a wide...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Zendesk Full time

    Job Description We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite with a wide...

  • Customer Success Manager

    6 days ago

    Singapur, Singapore TechTarget Full time

    Customer Success Manager TechTarget (Nasdaq: TTGT) is the global leader in purchase intent-driven marketing and sales services that deliver business impact for enterprise technology companies. With high-quality editorial content across more than 150 highly targeted technology-specific websites and 1,125 channels, TechTarget attracts technology buyers...

  • Customer Success Manager

    1 month ago

    Singapur, Singapore Teradata Full time

    Customer Success Manager Location: Singapore Requisition Number: 218088 External Description: What You’ll Do You will own the account strategy for engagement, adoption and success planning drive business growth, customer value, satisfaction, and retention within the assigned accounts across enterprise and public sector in Singapore. Inspire confidence...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Teradata Full time

    Customer Success Manager Location: Singapore Requisition Number: 218088 External Description: What You’ll Do You will own the account strategy for engagement, adoption and success planning drive business growth, customer value, satisfaction, and retention within the assigned accounts across enterprise and public sector in Singapore. Inspire confidence...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Teradata Full time

    Customer Success Manager Location: Singapore Requisition Number: 218088 External Description: What You’ll Do You will own the account strategy for engagement, adoption and success planning drive business growth, customer value, satisfaction, and retention within the assigned accounts across enterprise and public sector in Singapore. Inspire confidence...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Ivalua Full time

    CUSTOMER SUCCESS MANAGER- Singapore (M/F)Ivalua is a leading provider of cloud-based procurement solutions globally. THE OPPORTUNITYAs a Customer Success Manager, you’ll play a critical role in ensuring that our customers aresuccessful and getting value out of the Ivalua platform. You’ll manage a portfolio ofcustomers as their solutions are implemented...

  • Customer Success Manager

    2 months ago

    Singapur, Singapore Ivalua Full time

    CUSTOMER SUCCESS MANAGER- Singapore (M/F)Ivalua is a leading provider of cloud-based procurement solutions globally. THE OPPORTUNITYAs a Customer Success Manager, you’ll play a critical role in ensuring that our customers aresuccessful and getting value out of the Ivalua platform. You’ll manage a portfolio ofcustomers as their solutions are implemented...

  • Customer Success Manager

    1 month ago

    Singapur, Singapore Elsevier (Singapore) Pte Ltd Company Full time

    About the Role   Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. The focus is on customer retention, renewal growth and identifying any upsell/cross...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Elsevier (Singapore) Pte Ltd Company Full time

    About the Role   Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. The focus is on customer retention, renewal growth and identifying any upsell/cross...

  • Customer Success Manager

    1 month ago

    Singapur, Singapore Autodesk Full time

    Position Overview About Autodesk Construction Solutions Autodesk has reimagined the construction business for the digital age, helping companies address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so...

  • Customer Success Manager

    2 weeks ago

    Singapur, Singapore Autodesk Full time

    Position Overview About Autodesk Construction Solutions Autodesk has reimagined the construction business for the digital age, helping companies address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore Autodesk Full time

    Position Overview About Autodesk Construction Solutions Autodesk has reimagined the construction business for the digital age, helping companies address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so...

  • Customer Success Manager

    1 month ago

    Singapur, Singapore SAP Full time

    What you’ll do We are seeking a Customer Success Manager with a demonstrated track record of successfully retaining and growing their customer base. This critical role will work closely with all levels within LeanIX as well as key leaders at some of the biggest companies in the APJ region.You will join our small but growing APJ team and have the...

  • Customer Success Manager

    4 weeks ago

    Singapur, Singapore SAP Full time

    What you’ll do We are seeking a Customer Success Manager with a demonstrated track record of successfully retaining and growing their customer base. This critical role will work closely with all levels within LeanIX as well as key leaders at some of the biggest companies in the APJ region.You will join our small but growing APJ team and have the...

  • Customer Success Manager APAC

    2 weeks ago

    Singapur, Singapore Grafana Labs Full time

    Are you passionate about fostering connections, tackling obstacles, and expanding your tech knowledge? If so, come be part of our Success crew at Grafana Labs.The Success team is instrumental in guiding customers towards maximizing their business and technical benefits with Grafana. As a Grafana CSM, you will act as a partner to understand and address...