Customer Success Manager
Job Summary
Job Description
The company is a fast-growing SaaS provider for e-commerce solutions, seeking an experienced Customer Success Manager to enhance client satisfaction, retention, and growth. Responsibilities include developing strategic partnerships, managing the customer lifecycle to maximize lifetime value through upsells and churn reduction, collaborating with sales for forecasting and renewals, and championing customer advocacy by gathering feedback and providing personalized recommendations. The role also involves managing and mentoring a customer success team, overseeing operations, and improving processes. The ideal candidate will have a Bachelor's degree and over 4 years of experience in customer success management, preferably in e-commerce, with a strong track record in KPI optimization and commercial acumen.
Must have:
- Serve as a trusted advisor to clients
- Manage customer lifecycle to maximize value
- Partner with sales for forecasting and renewals
- Gather product feedback and analyze usage
- Manage and mentor customer success team
- Bachelor's degree
- 4+ years in customer success management
- Proven revenue contribution abilities
- Attention to detail and multitasking
- Fluent in English and Cantonese
3 skills required
Job Details
Overview
Our client is a rapidly growing SaaS company with a focus on e-commerce solutions. They're looking for an experienced Customer Success Manager to drive client satisfaction, retention, and growth through strategic relationship management and value optimization.
What You Will Do
- Strategic Partnership Development: Serve as a trusted advisor for a diverse portfolio of clients, building long-term partnerships that drive mutual success and growth while acting as their primary point of contact.
- Revenue Optimization & Customer Lifecycle Management: Own the entire post-sale journey while maximizing customer lifetime value through strategic upsell/cross-sell initiatives, churn reduction, and data-driven ROI analysis to demonstrate clear business impact.
- Collaborative Business Growth: Partner with Sales and cross-functional teams to forecast opportunities, negotiate renewals, and conduct compelling business reviews that strengthen relationships and showcase tangible value.
- Customer Advocacy & Experience Enhancement: Champion the voice of the customer by gathering product feedback, analysing usage patterns, and delivering personalized recommendations that drive meaningful adoption and exceptional service experiences.
- Operational Excellence & Team Leadership: Manage and mentor a growing team of Customer Success professionals to ensure scalable, high-quality service delivery while overseeing day-to-day customer operations including billing and process improvements
What You Will Need
- Bachelor's degree with 4+ years in customer success management, preferably in e-commerce, demonstrating progressive leadership and relationship development expertise.
- Exceptional track record of driving business growth through KPI optimization (renewal rates, upsells, NRR) with strong commercial acumen and proven revenue contribution abilities.
- Thrives in fast-paced start-up environment
- Attention to detail, efficient multitasking capabilities, and a balanced blend of creative thinking and analytical decision-making.
- Fluent in both English and Cantonese (speaking, reading, and writing
Similar Jobs
160over90
Los Angeles, California, United States (On-Site)
• 3 Months ago
playrix
Almaty, Almaty Region, Kazakhstan (Remote)
• 9 Months ago
Ion
Jersey City, New Jersey, United States (On-Site)
• 10 Months ago
Get notifed when new similar jobs are uploaded
Similar Skill Jobs
zoox
Foster City, California, United States (Hybrid)
• 1 Month ago
mighty koi
Warsaw, Masovian Voivodeship, Poland (On-Site)
• 3 Months ago
Toast
Dublin, County Dublin, Ireland (Hybrid)
• 2 Months ago
Get notifed when new similar jobs are uploaded
Jobs in Hong Kong
Sony Music Career
Hong Kong, Hong Kong (On-Site)
• 3 Months ago
The Walt Disney Company
Hong Kong (On-Site)
• 9 Months ago
Get notifed when new similar jobs are uploaded
Customer Service Jobs
Wolters Kluwer
Dallas, Texas, United States (Hybrid)
• 1 Month ago
Tesla
Berlin, Berlin, Germany (On-Site)
• 6 Months ago
Simcorp
San Francisco, California, United States (Hybrid)
• 3 Months ago
Whatnot
Phoenix, Arizona, United States (On-Site)
• 3 Months ago
Get notifed when new similar jobs are uploaded
