Location: Singapore
Position Type: Full-time, Permanent
Work model: Remote (with frequent customer office visits)
Reports To: Director, Customer Success - Europe & Asia
About us
Founded in 1995, Zema Global Data Corporation empowers organizations to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results. Over the past two years, Zema Global has accelerated its growth through strategic investment and acquisition to strengthen our global leadership. Together we’re helping our customers gain a Decisioning Advantage – one bold idea at a time. With a presence across global energy, commodity, and financial markets, Zema Global empowers customers to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results.
At Zema Global, we Think Big, Make It Happen, and Win as One. We thrive on collaboration, creativity, and respect, united by a shared drive to innovate and deliver meaningful impact for our customers and communities. If you’re inspired by solving complex challenges and contributing to a culture that values purpose and performance, we invite you to join us.
Position Overview
As a Customer Success Manager, you will be at the forefront of ensuring our customers maximize the value of ZEMA, driving adoption, satisfaction, and success through proactive relationship management and strategic support.
Responsibilities
- Customer Operations Management:
- Serve as the primary point of contact and trusted advisor for key customers.
- Understand customer goals and align ZEMA solutions with their needs.
- Conduct regular reviews, focusing on performance, key topics, and thematic opportunities for improvement.
- Act as the voice of the customer within ZEMA, collaborating across departments to streamline customer experience, address challenges efficiently, share insights, and drive continuous improvement in products and services licensed by the customers.
- Customer Success Strategy:
- Collaborate with customers to establish Success Plans for ZEMA adoption (3-month, 6-month, 1-year plans).
- Monitor and promote best practices for using ZEMA products and services.
- Identify upsell and cross-sell opportunities to enable expansion
- Drive advocacy and implement retention strategies
- Onboarding and Enablement:
- Lead critical task management during customer onboarding, from implementation to live operation and continued expansion.
- Document customer use-cases and maintain runbooks.
- Service Delivery Oversight:
- Coordinate updates on application changes, upgrades, and patch releases.
- Ensure new data, product, and service requirements are continually met
- Proactively identify opportunities to increase efficiency and effectiveness.
- Escalate customer concerns effectively to internal teams, ensuring resolutions are aligned with the customer’s expectations.
- Maintain accurate customer records, including all interactions, using CRM and documentation tools (Confluence, Salesforce, Jira, etc.)
- Winning as One Team:
- Mentor new hires and assist with onboarding and training.
- Step in as a backup for other Customer Success team members as needed.
- Collaborate to develop and refine customer success metrics and KPIs, ensuring alignment with overall business objectives.
Qualifications
Essential
- Degree in information systems, Business, Technology or a related field (or equivalent work experience).
- 7-10 years total professional experience and preferably in customer-facing roles, ideally managing enterprise clients.
- Proven track record of driving revenue retention within an existing customer portfolio.
- Strong cross functional collaboration (Support, Product, Data, Engineering, Sales) skills to drive customer outcomes.
- Ability to deal with ambiguity. Comfortable making decisions with incomplete information, asking the right questions, cutting through noise, and bringing clarity.
- Technical aptitude and curiosity. Able to understand customer environments, data workflows, software usage, and integration points.
- Skilled at orchestrating retention strategies - analysing customer health signals, usage trends, and risk indicators to create and execute action plans.
- Excellent communication and storytelling skills to run effective customer reviews.
- Proficiency in CRM and documentation tools (Salesforce, Jira, Confluence, or similar), plus strong Excel/PowerPoint skills.
Desirable
- Experience with ZEMA, data analytics platforms, or enterprise SaaS products supporting Energy, Technology, Trading, or Market Data users.
- Experience building or improving customer success processes, playbooks, runbooks, or operational frameworks in a scaling or evolving environment.
- Exposure to complex enterprise implementations and familiarity with technical concepts (infrastructure, network and application), data and workflow integrations.
- Experience working with service delivery frameworks such as ITIL, SOC, ISO, or other governance/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 revolutionizing energy analytics, shaping how data drives decision-making across the energy and commodities markets.
- Work with cutting-edge technology alongside a team of industry experts who are redefining market intelligence.
- Significant opportunity to make a measurable impact on product strategy, revenue growth and customer success, with clear paths for career advancement.
- Join a company culture that values innovation, collaboration and customer-centric thinking, giving you the autonomy to drive meaningful change.
How to Apply?
- If you're excited about this opportunity, send us your application highlighting your qualifications and experience relevant to the role and we'll 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 consideration. Thank you for your interest. And strictly no agency calls or agency CV submissions.
We’re looking forward to seeing how you can make an impact with us!
*** No visa sponsorship is available for this position ***
Equality and Diversity: 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.
