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
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
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