Customer Success Manager (GPUaaS)

Customer Success Manager – APAC

📍 Australia | Remote

Sharon AI is building the infrastructure powering the next generation of artificial intelligence. As a rapidly growing technology business, we’re building out our teams and functions to support the scale and complexity of the business as we continue to grow. We’re looking for an experienced Customer Success Manager – APAC to take ownership of relationships with Sharon AI’s largest enterprise customers across Australia, with the opportunity to support customers across India, Singapore, China and the broader APAC region.

This is a high-touch, relationship-driven role where you’ll act as a trusted partner to senior customer stakeholders, helping ensure customers are getting tangible value from Sharon AI’s AI infrastructure while coordinating internally across Platform, Operations and Leadership teams to deliver an exceptional customer experience. You’ll be comfortable operating with a high degree of autonomy and judgement, managing expectations, setting boundaries when required and confidently navigating high-pressure customer conversations.

What You’ll Be Doing

• Own relationships with Sharon AI’s key enterprise customers across APAC, acting as a primary point of contact
• Build trusted relationships with both technical and executive-level customer stakeholders
• Lead high-pressure conversations involving stakeholder management, delivery risks and customer issues
• Manage priority issues and escalations with urgency, composure and sound judgement
• Proactively identify customer risks and intervene early to prevent issues from escalating
• Coordinate cross-functional resolution with Platform, Network and Operations teams
• Act as the customer voice internally, ensuring customer needs and priorities are understood across the business
• Manage expectations and respectfully challenge requests that may be unrealistic or misaligned
• Work closely with the Customer Success Lead and wider CSM team as a functional peer and backup
• Ensure customers are realising tangible value from Sharon AI’s AI infrastructure
• Support customer renewals, expansions and long-term adoption through strong ongoing engagement
• Support the continued scaling of Sharon AI’s APAC service delivery across Australia, India, Singapore, China and other markets as required
• Participate in a shared escalation rotation and be comfortable working outside standard hours when required
• Travel occasionally across APAC for face-to-face customer meetings and industry conferences

What We’re Looking For

• 4+ years’ experience in Customer Success, ideally within Cloud, Infrastructure or SaaS, with experience supporting enterprise customers
• Experience managing high-value enterprise relationships and senior customer stakeholders
• Strong written and verbal communication skills, with excellent business English
• Strong organisational skills and the ability to manage multiple customers, requests and competing priorities simultaneously
• Excellent attention to detail, particularly when tracking customer issues, actions and follow-ups
• A proactive, accountable approach with the ability to take ownership and see things through to completion
• Strong problem-solving skills, with the ability to think critically, assess risk and escalate issues appropriately
• Strong interpersonal skills and the ability to build trusted relationships with both customers and internal stakeholders
• Confidence operating in a fast-paced, technical and constantly evolving environment
• The ability to manage competing deadlines and priorities across multiple enterprise accounts
• Willingness and ability to learn and understand technical concepts relating to AI, cloud infrastructure and GPU-based platforms
• High level of reliability, ownership and judgement
• A relevant tertiary qualification in Business, Communications, IT or a related field, or equivalent practical experience

Experience in any of the following areas would be highly regarded:

• Previous Customer Success experience supporting customers across Asia/APAC
• Experience within AI infrastructure, cloud infrastructure, GPU platforms or related technology environments
• Mandarin language proficiency
• Experience working with large enterprise or high-value off-take customers
• Experience managing complex customer escalations and delivery risks
• Experience working across multiple APAC markets and time zones

Why Join Sharon AI?

You’ll be joining a rapidly growing Australian technology business at an exciting stage of its journey. This is an opportunity to work closely with some of Sharon AI’s most important customers while helping shape how we deliver customer success as the business continues to scale.

• Hybrid working model with flexibility between working from home and our Australian office
• Birthday leave
• Employee Assistance Program (EAP)
• Exposure to AI and next-generation technology
• The opportunity to work with enterprise customers across Australia and the broader APAC region
• Variety and autonomy across customer relationships, escalations, delivery and growth
• The chance to build your expertise across AI infrastructure, cloud and GPU-based platforms
• Opportunity to make a visible impact as Sharon AI continues to grow and scale
• Work closely with senior customer stakeholders and internal leadership
• Opportunity for occasional travel across APAC and attendance at industry conferences

If you’re an experienced Customer Success professional who thrives on building strong enterprise relationships, enjoys solving complex customer challenges and wants to play a key role in a fast-growing AI infrastructure business, we’d love to hear from you.