Customer Success Manager

This is a fully remote position, open to applicants in Canada, +3 more countries.

📋 Description

• Oversee and direct the entire onboarding process for new clients.

• Collaborate with internal project delivery teams to ensure customer requirements are met accurately and on schedule.

• Manage daily operations related to customer onboarding.

• Act as the primary contact for clients following the production launch.

• Address and resolve client issues by coordinating with technical, product support, and internal teams.

• Represent the internal voice of the customer and manage their expectations effectively.

• Maintain comprehensive onboarding project plans.

• Organize internal and external meetings, including setting agendas, taking follow-up notes, and tracking action items.

• Identify product features that contribute to shaping the B2B product roadmap.

• Allocate resources for both onboarding and ongoing customer service support.

• Track customer KPIs, identifying potential risks and opportunities.

• Compile monthly performance reports and conduct quarterly business reviews.

• Analyze client data and provide insights that showcase partnership value and ROI.

• Recognize mutual growth opportunities and communicate them to internal stakeholders.

• Facilitate introductions to sales teams for clients interested in expansion, without managing negotiations or closures.

⛳️ Requirements

• 3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management.

• Preferred experience in SaaS or B2B environments.

• Required proficiency in English and Chinese Mandarin.

• Proficiency in Thai is a plus.

• Flexibility to work hours that overlap with the Canada timezone.

• A customer-first mindset is essential.

• Outstanding organizational and project management abilities.

• Capability to manage multiple competing priorities efficiently.

• Strong analytical skills with the ability to leverage data to convey compelling narratives about value and performance.

• Excellent communication, presentation, and interpersonal skills.

• Confidence in leading meetings with stakeholders at all levels, including executives.

• Experience with Customer Success platforms and CRM software is advantageous.

• Background in technical implementation, onboarding, or client training is beneficial.

• Experience in the flight industry or Fintech is a significant advantage.

🏝️ Benefits

• Join a vibrant, dynamic, and expanding team of high-caliber professionals.

• Work in a professional environment focused on growth and development.

• Equal opportunity employer committed to diversity.

• Enjoy a safe, healthy, and accessible workplace.

• Recruitment accommodations are available upon request.