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CX Operations Manager, APAC
Full-time
Meltwater is looking for a Customer Experience Operations Manager to help scale and transform its Customer Success organization across APAC. This role owns key programs that improve customer adoption, retention, expansion, and CS productivity, leveraging AI, automation, data, and process design so the CS team can focus on the right accounts and drive stronger outcomes.
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 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 advocacy and expansion opportunities.
Customer Communications & Lifecycle Optimization
Improve adoption, engagement, retention, and expansion through more effective touchpoints.
Partner with Marketing, Product, and CS to streamline lifecycle communications and customer journeys.
What You'll Bring
5-7 years of experience in Customer Success, Customer Experience, Customer Operations, or Revenue Operations.
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 insights.
Comfortable working cross-functionally across CS, Sales, Marketing, Product, and Operations.
Experience with AI tools (ChatGPT, Claude, Gemini, Copilot, Zapier, Make, Workato) and CS platforms (Gainsight, ChurnZero, Planhat, Salesforce, HubSpot).
Experience in SaaS, technology, or subscription-based businesses.
