Responsibilities
Lark SaaS Customer Success-APAC team: The Customer Success team in Lark APAC is responsible for driving success for our customers by maximizing their productivity and bringing them closer to their desired success goal. Job Responsibilities: - On-board and guide customers to enable a seamless implementation experience - Identify and understand customer business goals and KPI's to help launch a successful partnership with the business - Develop reporting and insights for customers to help demonstrate the value of Lark - Build great customer experiences with the Lark product, reducing customer churn, retaining, renewing as well as identifying up-sell and cross-sell opportunities - Sustain relationships with identified accounts by becoming a trusted advisor to decision makers and executive buyers - Be a customer's advocate and gather customer's feedback on the Lark product, and share it with internal team to drive product enhancement
Qualifications
Minimum Qualifications: - Bachelor's degree in Business Administration or related field, or equivalent practical experience in B2B SaaS Customer Success, Account Management, Solutions, or Product Operations - 3+ years of experience in B2B Customer Success within SaaS/IT industry, including managing accounts with annual ARR USD 1M or supporting 10 enterprise clients strong experience in B2B customer success and project implementation, preferably with exposure to enterprise digital transformation or IT consulting engagements - Fluency in both English and working proficiency in Mandarin Chinese is required to effectively support and manage Chinese-speaking clients, including handling day-to-day communication, understanding business context, and delivering solutions aligned with market needs. - Demonstrated ability to adopt new SaaS/IT technologies (e.g., product feature updates, CRM tool,AI tools) to improve client outcomes experience supporting enterprise efficiency, digitalization, or AI-related solution adoption is preferred Preferred Qualifications: - Proven experience working in fast-paced SaaS/IT environments, or leading consulting firms / established enterprise software companies, including leading 5+ client success initiatives from conception to launch strong cross-functional collaboration skills, with experience in driving solution delivery, product operations, or AI/digital project management preferred - Demonstrated consultative customer success and end-to-end project management capabilities, leading complex enterprise engagements from onboarding through to value realization - Proven ability to drive deep product adoption and business transformation by aligning solutions to client workflows and strategic objectives experienced in developing executive-level success plans, delivering performance reporting and presenting SaaS, digital transformation, and AI-driven initiatives
