Customer Success Manager

Job Description Why This Role? Why Now? Customer Experience (CX) is undergoing a massive shift. It’s no longer about managing tickets; it’s about pioneering the future of human-bot collaboration. At Zendesk, we aren't just reacting to the AI revolution—we’re the ones building the engine. As a Customer Success Manager based in Australia, you’ll be a strategic architect for some of the most recognizable brands in the APAC region. You’ll be at the forefront of digital transformation, guiding customers to leverage cutting-edge AI to hit their business targets. If you’re a high-accountability professional who loves the consultative sell and wants to own the full lifecycle—from ROI to expansion—this is your platform for massive impact. What You’ll Be Doing You are the orchestrator of the customer journey, ensuring every touchpoint delivers measurable value in a fast-evolving market. Own the Customer Relationship : Take full accountability for customer health, retention, and advocacy. You are the CEO of your book of business, driving success across the unique regional commercial landscape. Drive AI Adoption : Act as an evangelist for Zendesk’s AI and automation suite. You’ll translate complex technical features into tailored roadmaps that drive real-world ROI for local and global enterprises. Strategic Advising : Build deep, consultative partnerships. You’ll advise both technical and non-technical stakeholders on solution fit, configuration, and integration. Commercial Growth: Use your business acumen to spot whitespace opportunities. You’ll lead renewals and identify expansion paths by demonstrating the clear business impact of our platform. Data-Driven Insights : Leverage tools like Gainsight to interpret health metrics, forecast risks, and proactively uncover trends that keep your customers ahead of the curve. Who We’re Looking For? We’re looking for a blend of a strategic consultant and a technical enthusiast. You are someone who: Thrives on Ownership: You don't wait for instructions; you see a gap in the customer journey and fill it with a solution. Is Tech-Fluent & Adaptable: You can hold your own in a room of engineers but can also simplify that complexity for a C-suite executive over a coffee. Is Analytically Minded: You love using data to tell a compelling story and back up your strategic recommendations. Values Humbleness & Hustle: You fit into a culture that prizes collaboration, diversity, and showing up for your teammates. What You Bring to the Role? Customer Centricity: A proven track record of orchestrating seamless end-to-end experiences and driving continuous improvement. Commercial Savvy: The ability to understand diverse business models and connect product features to revenue drivers and bottom-line impact. Technical Agility: A natural curiosity for new technologies, specifically how AI and APIs can scale a global support operation. Influence: The soft power to guide stakeholders at all levels, internally and externally, toward a shared vision of success. Basic Qualifications 5 years of professional experience in Customer Success or Customer Experience (CX). Experience in GTM roles within enterprise technology/SaaS (e.g., CSM, Professional Services, Technical Account Management, or Solutions Engineering). Educational Background: Bachelor’s degree in Business, Engineering, Computer Science, or a related field. Hands-on SaaS/AI Experience: Direct experience driving adoption of cloud-based or AI-powered solutions. Technical Proficiency: Skilled in using CS tools (e.g., Gainsight) and performing quantitative analysis. Preferred Qualifications Enterprise Market Knowledge: Experience working with enterprise clients and understanding the commercial environment. Project Management: Strong ability to multitask and manage complex programs or onboarding cycles. Innovation Partnering: Experience co-developing long-term success plans and acting as a digital transformation consultant. #LI-MJ1 Hyb ... (truncated, view full listing at source)