Manager, Customer Success

Our Customer Success team serves as the primary post-sales point of contact for Zendesk customers. We nurture proactive, targeted, and personalized high and medium-touch customer experiences in order to accelerate time to value, resulting in customer retention and growth. We work to understand a customer’s business, strategy, goals, and objectives to achieve their specific business results and improve value from their Zendesk solutions. We ensure our customers derive both business and technical value through impactful engagements and product adoption. They hold responsibility for finding opportunities and accountability for customer renewal and retention results.

The Manager, Customer Success will lead a Customer Success team who is responsible for making every customer in the portfolio successful which ultimately assures revenue retention and expansion. This team supports all Commercial and Enterprise Zendesk customers across South East Asia and Greater China regions. This role reports to the Director, Customer Success Asia.

What you'll be doing
- Define standards across Success achievements and engagements.
- Hire, train, coach, and lead a team of customer success managers to achieve customer value realisation leading to achievement of retention and expansion targets.
- Define team performance goals and initiatives. Drive execution of goals and implementation of initiatives.
- Develop new initiatives or find opportunities to improve existing success processes.
- Use QBRs or quarterly assessments to mentor consultants and support their professional development.
- Forecast churn/ contraction within your book of business.
- Articulate observed trends quarter over quarter.
- Effectively manage customer escalations including across functional areas of the company.

What you bring to the role
- 5+ Years of Customer Management or Engagement experience in Customer Success, Sales, Consulting or similar functions within one of these industries: cloud (SAAS or PAAS), or Technology Services/ Consulting.
- 3+ years experience leading a customer success or similar customer experience team in Asia with 5 -10 direct reports.
- Ability to interpret risk signals and data trends to forecast churn/contraction for BoB for current quarter and future quarters (min. CQ+1) including articulation of trends observed.
- Ability to coach on the use of leading indicators (both proactive and reactive) to manage a book of business and to help drive customer engagement.
- Excellent written and verbal communication skills and demonstrated ability to work collaboratively with customers and internal business partners to achieve outcomes.
- Self-motivated, highly collaborative, creative, problem-solving with a growth mindset.

Interested? Send your resume today, we are excited to hear from you

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**About Zendesk - Champions of Customer Service**

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences — and we stick with it in our workplace. Over 6,000 employees worldwide have the flexibility and trust to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

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**For jobs in the US only**: If hired, you will be required to provide proof of full vaccination against COVID-19 and will be provided with an opportunity to request an accommodation for reasons recognized by applicable law. This is a requirement of employment for jobs based in the United States.

**For jobs in Australia, Brazil, Canada, the Philippines and Singapore**: If hired and required to work in office or in person with others as part of your job, you will be required to provide proof of full vaccination against COVID-19. Zendesk will consider exceptions for reasons recognized by applicable law. This is a requirement of employment for jobs based in Australia, Brazil, Canada, the Philippines and Singapore.