Customer Success Manager

2 weeks ago


Singapore Zendesk Full time
Customer Success Manager Job Description

We are seeking a highly motivated and driven Customer Success Manager to join our team at Zendesk. In this role, you will be responsible for building and fostering strong relationships with our customers to minimize churn and contraction while driving expansion opportunities.

As a Customer Success Manager, you will develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.

Key responsibilities include:

  • Engage regularly with customers based on our touchpoint framework
  • Proactively analyze customer's product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes, and reduce churn
  • Partner with customer-facing account teams and executives on overall platform success to accelerate customer's time-to-value journey and protect recurring renewal revenue
  • Regularly assess, plan, and document customer's success journey with Zendesk via Gainsight

Requirements:

  • 5+ years of relevant work experience in customer-facing CX or Operational Leadership roles, Customer Success, Account Management, or strategic consulting roles
  • Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
  • Proven track record of managing up to 50 accounts and collaborating on expansion opportunities and strategies with Sales and account teams

We offer a hybrid work environment that enables our people to connect, collaborate, and learn while also giving them the flexibility to work remotely for part of the week. If you are passionate about CX, CX strategy, and driving transformation, we encourage you to apply for this exciting opportunity.



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