CX Operations Manager, APAC*
Description
What We’re Looking For:
Meltwater is looking for a Customer Experience Operations Manager to help scale and transform our Customer Success organization across APAC.
This role will own key programs that improve customer adoption, retention, expansion, and CS productivity. You will leverage AI, automation, data, and process design to help our Customer Success team focus on the right accounts, take the right actions, and drive stronger customer outcomes.
We're looking for a builder. Someone who enjoys creating new programs, solving problems, experimenting with AI, and turning ideas into scalable processes.
What You'll Do:
Build AI-Powered CS Workflows
Design and implement AI-driven workflows that improve CS productivity and effectiveness.
Build dashboards and insights that help CSMs understand portfolio health, prioritize accounts, and take action.
Identify opportunities to automate workflows and improve decision-making across the customer lifecycle.
Measure impact and continuously optimize programs based on business outcomes.
Champion Development Program
Build scalable programs that help CSMs identify, develop, and activate champions within customer accounts.
Create frameworks, playbooks, and tools that make champion development a repeatable motion.
Partner with Customer Marketing and CS leaders to maximize customer advocacy and expansion opportunities.
Customer Communications & Lifecycle Optimization
Improve adoption, engagement, retention, and expansion through more effective customer touchpoints.
Partner with Marketing, Product, and CS teams to streamline lifecycle communications and customer journeys.
What You'll Bring:
- 5-7 years of experience in Customer Success, Customer Experience, Customer Operations, Revenue Operations, or a related field.
- Experience working directly with customers and customer-facing teams.
Proven track record of building and implementing programs from concept through execution.
Hands-on experience building AI workflows, automations, or operational solutions using modern AI tools.
Strong analytical skills with experience building dashboards and turning data into actionable insights.
Comfortable working cross-functionally across CS, Sales, Marketing, Product, and Operations.
Builder mentality with a bias toward action and a willingness to operate in ambiguity.
Experience with AI and automation platforms such as ChatGPT, Claude, Gemini, Copilot, Zapier, Make, Workato, Salesforce AI, or similar tools.
Experience with customer success platforms such as Gainsight, ChurnZero, Planhat, Salesforce, or HubSpot.
Experience designing customer lifecycle, adoption, retention, or expansion programs.
Experience in SaaS, technology, or subscription-based businesses.
What We Offer:
Enjoy flexible paid time off options for enhanced work-life balance.
Gym & wellness allowance through our partnership with ClassPass.
Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
Car Lease Benefit partnered with Autopia, the perk of novated leasing, a tax-effective way to own and run a car.
Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
Energetic work environment with a hybrid work style, providing the balance you need.
Benefit from our family leave program, which grows with your tenure at Meltwater.
Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Where You'll Work:
Singapore
When You'll Join:
July/August
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around
the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across
25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities.
These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws