Customer Success Manager

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

📋 Description

• Act as the main point of contact for a portfolio of valuable clients

• Oversee the onboarding process and guarantee successful product utilization

• Foster and sustain robust, long-lasting client relationships

• Deliver proactive account management and continuous customer support

• Enhance customer retention through proactive involvement and value provision

• Recognize upselling and cross-selling opportunities in conjunction with Sales and Product teams

• Inform clients about additional products, services, and solutions

• Offer client training, resources, and guidance to optimize product benefits

• Address client inquiries concerning products, reports, deliverables, and services

• Provide recommendations and guidance based on industry best practices

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

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

• Relay client feedback and market insights to pertinent internal stakeholders

• Assist in cross-functional projects and strategic initiatives

• Effectively manage multiple priorities while consistently meeting deadlines

• Collaborate closely with analysts and other team members to achieve common objectives

• Take responsibility for special projects and additional duties as needed

⛳️ Requirements

• 2–5 years of experience in customer-facing roles, ideally within Payments, E-commerce, Risk Management, or a similar field

• Demonstrated history of providing exceptional customer service and cultivating strong client relationships

• Superior written and verbal communication skills

• Proficient in English is mandatory

• Proficiency in Chinese is a plus

• Strong interpersonal, negotiation, and relationship management abilities

• Excellent organizational and time management skills

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

• Comfortable regularly communicating with clients via phone and other communication channels

• Proficient in Microsoft Office, specifically Excel

• Familiarity with CRM/CMS platforms like Salesforce or HubSpot is advantageous

• Keen attention to detail and commitment to delivering quality

• Ability to juggle multiple tasks and adjust to shifting priorities

• Good judgment and the capacity to make effective decisions in a fast-paced setting

• Strong general computer skills

• Comfortable handling sensitive and potentially high-risk web content

• Highly self-driven, collaborative, and team-oriented

• A Bachelor’s degree or higher is preferred

🏝️ Benefits

• Full-time employment

• Remote work arrangement