Location: Singapore
Focus: SEA, GCR, Korea, India | Mid/High Touch Experience
Our Customer Success team advises and guides our wide array of customers as they map any number of business needs to Zendesk. We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value. We work to understand a customer's business, creatively provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk.
A leader within our Success organization is genuinely compassionate, strategic-minded, charismatic, organized and dedicated. They believe that a customer's experience (CX) is the common thread to transform a business and have a unique ability to instill that knowledge and interest into their colleagues and team. The ideal candidate has deep experience and interest in current and evolving Customer Experience trends.
Reporting into the RVP of Customer Success, fulfilling this role means you will help set and execute against our Customer Success strategy for APAC. You will ensure that the goals of your team and the customers they serve, align to the overall Zendesk Go-To-Market strategy. Ultimately, you and your team will be responsible for ensuring our customers derive value through product adoption and integrations, driving consultative experiences, partnerships, and product health for Zendesk's largest and most strategic customers in order to mitigate churn and lead to expansion.
Profile:
- Deep experience in building and running Customer Success or Support, Consulting, Professional Services, Account Management or similar function, at scale
- Ability to connect customer success initiatives with organizational goals, demonstrating strategic thinking and foresight.
- Strong analytical skills to interpret data, understand customer behavior, and utilize insights for continuous improvement.
- Results-driven mindset with a proven track record of accountability for customer success metrics and effective execution.
- Natural leader with high emotional intelligence, capable of mentoring teams to enhance performance and engagement.
- Deep understanding of customer needs and a genuine commitment to fostering a culture of empathy within the organization.
- Creative thinker who encourages experimentation to identify new ways to enhance customer value and drive success.
- Excellent interpersonal skills, fostering collaboration across teams to improve customer experience and outcomes.
- Adaptable and resilient, with the ability to lead teams through change while maintaining motivation and focus.
- Sets and upholds high performance standards, with a strong ability to measure and report on customer success metrics.
- Passionate advocate for customer needs, ensuring their voice influences decision-making and strengthens loyalty.
What you'll do:
- Lead and scale a team of Customer Success Managers providing a Mid/High Touch Customer Success experience.
- Manage clear and quality-driven deliverables on a quarterly basis that showcase customer growth, trends, retention, and product/industry maturity
- Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
- Partner with regional Sales, Renewals, and Professional Services leadership to deliver exceptional post-sale experience and outcomes for customers
- Flex between enterprise methodologies and emerging market tactics to elevate the region and set an example for other leaders within the business
- Be a thought leader and establish executive relationships with key customers
- Create a culture of accountability and execution
- Manage, hire, and develop a team of Customer Success and technology experts who have deep industry and technical experience
- Respond to high profile, high-impact customer escalations in a manner that inspires confidence and continued customer loyalty
- Active participation within the Zendesk Customer Experience leadership team, contributing to planning, positioning, and strategy
You will have:
- Experience leading a dispersed customer-facing CS organization, across multiple subregions in Asia, for a portfolio of advanced SaaS products serving tech-savvy customers, with a breadth of exposure to a variety of customer needs.
- Minimum of 7-10 years of management experience
- Excellent oral and written communication and interpersonal skills, business fluency in an Asian language highly regarded
- Demonstrated record of using success and services to drive sales and, more importantly customer experience, forward in an innovative and repeatable way
- Experience forecasting, meeting and exceeding churn and contraction goals.
- Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands. Experience scaling teams and processes
- Data driven decision maker with a strong focus on execution
- Excellent instincts and proven ability to interface at a senior level with ease
- Experience resource planning including account alignment, planning, and hiring plans
- Willing and able to travel 25-40%
- Gainsight experience is a plus
