Customer Success Manager

Key Responsibilities

• Act as the primary point of contact for assigned customers, managing the overall customer relationship.
• Onboard new customers, ensuring a smooth implementation and successful adoption of our products/services.
• Understand customers business objectives and provide strategic guidance to help them achieve measurable results.
• Monitor customer health metrics, usage data, and feedback to proactively identify risks or opportunities.
• Partner with Sales, Product, and Support teams to resolve customer issues and deliver value-added solutions.
• Conduct regular business reviews with customers to highlight successes, share best practices, and recommend enhancements.
• Drive customer renewals and identify expansion opportunities (upsell/cross-sell).
• Advocate for customers internally by sharing insights with the product and operations teams.

Qualifications

• Bachelor's degree in Business, Communications, or related field (or equivalent experience).
• 3+ years of experience in customer success, account management, or client-facing roles (preferably in fintech, or banking industries).
• Strong interpersonal and communication skills with the ability to build trust and rapport.
• Excellent problem-solving and organizational skills.
• Data-driven mindset with experience using CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk).
• Ability to manage multiple accounts/projects simultaneously with a high level of attention to detail.
• Proficiency in Mandarin is highly preferred as this role needs to deal with China stakeholders.