Customer Success Manager – APAC

This is a fully remote position, open to applicants in China.

📋 Description

• Act as the main point of contact for a portfolio of high-value clients.

• Oversee the onboarding process to ensure successful product adoption.

• Develop and sustain strong, long-lasting client relationships.

• Deliver proactive account management and continuous customer support.

• Enhance customer retention by engaging proactively and delivering value.

• Identify upselling and cross-selling opportunities in partnership with Sales and Product teams.

• Educate clients about additional products, services, and solutions.

• Offer client training, resources, and guidance to maximize product value.

• Address client inquiries regarding products, reports, deliverables, and services.

• Provide recommendations and advice based on industry best practices.

• Serve as an escalation point for client issues, ensuring timely and effective resolutions.

• Collaborate with Support, Product, and Engineering teams to meet customer needs.

• Relay client feedback and market insights to relevant internal stakeholders.

• Support cross-functional projects and strategic initiatives.

• Effectively manage multiple priorities while consistently meeting deadlines.

• Work closely with analysts and other team members to achieve common goals.

• Take responsibility for special projects and additional duties as necessary.

⛳️ Requirements

• 2–5 years of customer-facing experience, preferably in Payments, E-commerce, Risk Management, or a related field.

• Demonstrated history of providing excellent customer service and fostering strong client relationships.

• Outstanding written and verbal communication skills.

• Proficiency in English is required; knowledge of Chinese is preferred.

• Strong interpersonal, negotiation, and relationship management abilities.

• Exceptional organizational and time management skills.

• Strong analytical and problem-solving capabilities, with the ability to convert data and insights into actionable recommendations.

• Comfortable engaging with clients regularly via phone and other communication methods.

• Proficient in Microsoft Office, especially Excel.

• Experience with CRM/CMS platforms such as Salesforce or HubSpot is a plus.

• Keen attention to detail and a commitment to quality.

• Ability to juggle multiple tasks and adapt to shifting priorities.

• Sound judgment and the capability to make effective decisions in a fast-paced environment.

• Strong general computer skills.

• Comfortable working with sensitive and potentially high-risk web content.

• Highly self-motivated, collaborative, and team-oriented.

• A Bachelor’s degree or higher is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment and work-life balance.

• Engaging and collaborative company culture.