Customer Success Manager, Enterprise Solution

1 Month ago • 5 Years + • Customer Service

Job Summary

Job Description

The Customer Success Manager will manage the customer success function for key accounts within Appier’s enterprise solutions business unit in Taipei HQ. The primary goal is to generate solutions from both business and technical perspectives and successfully implement them with the customer. This requires excellent digital marketing, technology know-how, and communication skills. Responsibilities include maintaining high levels of customer satisfaction to ensure client retention, driving new customer onboarding, and responding to customer challenges. The role involves collaboration with internal teams for issue resolution and feature enhancements.

Must have:

5+ years of experience in customer success or account management.
Proficiency in English and Mandarin is essential.

Good to have:

Ability to speak Thai is a plus.
Ability to speak to a technical audience.

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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 a Customer Success Manager, who will manage the customer success function of key accounts within Appier’s enterprise solutions business unit, based in Taipei HQ.

The primary goal of the customer success team is to generate solutions from both business and technical perspectives, and successfully implement them with the customer. This will require excellent digital marketing, technology know-how and communication skills to help coordinate and manage requirements and expectations of Appier’s customers.

Responsibilities

Maintain high levels of customer satisfaction to ensure client retention, account renewals and account ACV expansion as measured by quarterly goals
Driving new customer onboarding and ongoing adoption through the development of use cases and feature usage, to help drive business value with customers using our Enterprise solutions
Respond quickly and effectively to customers’ challenges and issues with the product; collaborate closely with internal Product and Tech Support teams for issue resolution and feature enhancements

About you

A degree in Business, Marketing, Software, or related fields.
Minimum of 5 years of experience in customer success or account management within a high-growth SaaS company or digital agency, or prior experience in a digital marketing role on the client side.
Proficiency in English and Mandarin is essential for effective communication across regions; the ability to speak Thai is a big plus.
Strategic thinker with deep analytical skills; customer oriented and an excellent communicator to facilitate alignment across multiple stakeholders.
Ability to speak to a technical audience (SaaS technical concepts, implementation guidelines) is deeply advantageous.
Fast-learner, ability to strive in a fast-paced environment.

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