Customer Success Manager

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

📋 Description

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

• Oversee the onboarding process and guarantee successful adoption of products

• Establish and nurture robust, long-lasting client relationships

• Deliver proactive account management alongside continuous customer support

• Enhance customer retention through proactive engagement and value creation

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

• Educate clients on additional products, services, and solutions available

• Offer training, resources, and guidance to clients to maximize product benefits

• Respond to client inquiries regarding products, reports, deliverables, and services

• Provide recommendations and insights based on industry standards

• Serve as a point of escalation for client issues, ensuring prompt and effective resolutions

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

• Relay client feedback and market insights to relevant internal teams

• Assist in cross-functional projects and strategic initiatives

• Effectively manage multiple priorities while consistently meeting deadlines

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

• Take responsibility for special projects and additional duties as necessary

⛳️ Requirements

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

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

• Exceptional written and verbal communication abilities

• Proficient in English; knowledge of Chinese is a plus

• Strong interpersonal, negotiation, and relationship-building skills

• Outstanding 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

• Proficiency in Microsoft Office, especially Excel

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

• High attention to detail and dedication to quality

• Ability to juggle multiple tasks and adjust to shifting priorities

• Good judgment and ability to make sound decisions in a fast-paced environment

• Strong general computer skills

• Comfortable handling sensitive and potentially high-risk web content

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

• Bachelor’s degree or higher is preferred

🏝️ Benefits

• Remote work arrangement

• Full-time employment