Customer Success Manager

10 Hours ago • 3 Years +

Job Summary

Job Description

The Customer Success Manager will be responsible for guiding clients to expand their usage of Appier Enterprise solutions. They will act as a trusted advisor, manage client relationships, and provide support to help clients achieve their business objectives. The role involves collaborating with sales, product, and tech teams, identifying upsell opportunities, and ensuring client satisfaction. The ideal candidate will have experience in customer success or account management, preferably in a SaaS environment, with strong communication and strategic thinking skills. They should be able to manage enterprise-level clients and understand customer needs. This role also involves providing first-line support, communicating throughout the contract lifecycle, and proactively proposing solutions to maximize account growth. The candidate should be self-motivated, team-oriented, and focused on exceeding client expectations.

Must have:

3 years experience in customer success or similar roles
Experience managing enterprise-level clients in SaaS.
Excellent communication skills to convey technical info.
Strategic thinking to analyze customer needs and propose solutions.
Self-motivated and focused on exceeding expectations.

Good to have:

Background in SaaS, MarTech, or digital consulting
Knowledge in conversational commerce (chatbot), digital marketing and CRM
Knowledge in web/app technical savvy (HTML/CSS/Javascript)

9 skills required

9 skills required for this role

Add these skills to join the top 1% applicants for this job

html

javascript

css

communication

marketing-automation

account-management

timeline-management

saas-business-models

team-management

Job Details

About Appier
Appier is an AI SaaS company on a mission to make AI easy, by making software intelligent. Founded in 2012, Appier has 17 offices across APAC, U.S. and Europe and is listed on the Tokyo Stock Exchange. Visit www.appier.com for more information.

About the role

We are seeking to hire a Customer Success Manager to join our BotBonnie team in Taiwan.

Ideal candidates are the ones who can generate solutions from both business and technical perspectives, and successfully implement them at the customer site. He/She leads the implementation and integration of our Customer Engagement Automation enterprise products into our client's environment and applications.

An ideal candidate for the role will become a trusted advisor to enable clients to apply enterprise solutions to achieve their business objectives.

What you will do

Be a consultant to help clients expand their usage and adoption of Appier Enterprise solution products
Be a trusted partner to manage relationship for all assigned clients
Be a professional advisor to enable clients achieving customer’s business objectives through Appier Enterprise solution products
Be a first line support to answer clients' questions, identify needs for customized project and further implementation where applicable
Collaborate with sales, product and tech team to be sure mutual objectives are met in support of client satisfaction
Communicate with clients throughout the contract lifecycle, escalating important issues to ensure the renewal
Identify and drive upsell opportunities independently by understanding customer needs, usage patterns, and business goals — proposing the right solutions at the right time to maximize account growth.

About you

[Essential]

3 years experience in customer success, account management, or similar client-facing roles
Experience managing enterprise-level clients, ideally in a SaaS or fast-paced tech environment
Familiarity with the eCommerce industry, especially in areas like on-site conversion optimization, social engagement, and marketing automation
Excellent communication skills to effectively convey technical information to both technical and non-technical audiences.
Strategic thinking — able to analyze customer needs, identify risks or opportunities, and proactively propose solutions
Self-motivated, team-oriented, responsible, and focused on exceeding client expectations.
Logically thinking and possessing good time management abilities.
Willingness to share knowledge, collaborate, and support the growth of the team

[Nice to have]