Customer Success Manager (Singapore)

About the Company

Founded in 1995, Zema Global Data Corporation helps organizations simplify complexity, reduce risk, and make faster, more confident decisions that lead to clear results. Over the past two years, Zema Global has sped up its growth through strategic investment and buying other companies to strengthen our global leadership. Together, we help our customers gain a Decisioning Advantage, one bold idea at a time. With a presence across global energy, commodity, and financial markets, Zema Global helps customers simplify complexity, reduce risk, and make faster, more confident decisions that drive clear results.

At Zema Global, we Think Big, Make It Happen, and Win as One. We value collaboration, creativity, and respect, united by a shared drive to create new things and deliver meaningful results for our customers and communities. If you are inspired by solving complex problems and contributing to a culture that values purpose and performance, we invite you to join us.

Responsibilities

Customer Operations Management:

• Act as the main contact and trusted advisor for important customers.
• Understand customer goals and match ZEMA solutions to their needs.
• Conduct regular reviews, focusing on performance, main topics, and chances for improvement.
• Act as the voice of the customer inside ZEMA, working with other departments to make the customer experience better, handle problems quickly, share what we learn, and drive ongoing improvement in the products and services the customers use.

Customer Success Strategy:

• Work with customers to create Success Plans for ZEMA adoption (3-month, 6-month, 1-year plans).
• Watch and promote recommended ways of using ZEMA products and services.
• Find chances to sell more or different products to help the customer grow.
• Drive customer support and put retention plans into action.

Onboarding and Enablement:

• Lead important task management during customer onboarding, from setup to live use and continued growth.
• Write down customer use cases and keep runbooks updated.

Service Delivery Oversight:

• Coordinate updates on application changes, upgrades, and patch releases.
• Make sure new data, product, and service needs are always met.
• Look ahead to find chances to increase efficiency and effectiveness.
• Pass customer problems up to internal teams effectively, making sure solutions match what the customer expects.
• Keep customer records accurate, including all interactions, using CRM and documentation tools like PipeDrive, Hubspot, Wingman, and Warfare.

Winning as One Team:

• Mentor new hires and help with their onboarding and training.
• Step in as a backup for other Customer Success team members when needed.
• Work together to create and refine customer success metrics and KPIs, making sure they match overall business goals.

Requirements

Essential:

• Degree in information systems, Business, Technology, or a related field (or the same amount of work experience).
• 7 to 10 years of total professional experience, preferably in roles that deal directly with customers, ideally managing large enterprise clients.
• A proven track record of keeping revenue from an existing customer portfolio.
• Strong skills in working across different teams (Support, Product, Data, Engineering, Sales) to get good customer results.
• Ability to handle unclear situations. Be comfortable making choices with incomplete information, asking the right questions, cutting through noise, and bringing clarity.
• Technical interest and ability. Able to understand customer environments, data flows, software use, and integration points.
• Skilled at organizing retention plans by looking at customer health signals, usage trends, and risk signs to create and carry out action plans.
• Excellent communication and storytelling skills to run effective customer reviews.
• Skill in using CRM and documentation tools (Salesforce, Jira, Confluence, or similar), plus strong Excel and PowerPoint skills.

Preferred Qualifications (Nice to Have)

• Experience with ZEMA, data analytics platforms, or enterprise SaaS products that support users in Energy, Technology, Trading, or Market Data.
• Experience building or improving customer success processes, playbooks, runbooks, or operational frameworks in a growing or changing setting.
• Exposure to complex enterprise setups and familiarity with technical ideas like infrastructure, network, application, data, and workflow integrations.
• Experience working with service delivery frameworks such as ITIL, SOC, ISO, or other governance or security standards.

What will help someone succeed here

• You genuinely enjoy understanding how customers work and how a product fits into their world.
• You push for improvement, not just maintenance.
• You can handle chaos without losing control of the customer narrative.
• You communicate early, often, and without hiding from difficult conversations.

Why Zema Global?

• Be part of a rapidly growing company that is changing energy analytics, shaping how data drives decisions across the energy and commodities markets.
• Work with advanced technology alongside a team of industry experts who are redefining market intelligence.
• Significant chance to make a clear difference in product strategy, revenue growth, and customer success, with clear paths for career growth.
• Join a company culture that values new ideas, teamwork, and customer focus, giving you the freedom to drive meaningful change.

How to Apply

• If you are excited about this chance, send us your application showing your qualifications and experience related to the role, and we will get back to you as soon as possible (we only accept CVs in English).
• We appreciate all applications, but only short-listed candidates will be contacted for further thought. Thank you for your interest. Strictly no agency calls or agency CV submissions.

We look forward to seeing how you can make a difference with us.

No visa sponsorship is available for this position.

Zema Global is committed to diversity and inclusion. We encourage applications from all qualified individuals and do not discriminate based on race, gender, sexual orientation, disability, or any other protected status.

Category

Customer Service