Customer Success Manager, Mandarin Fluent/English Proficient

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Acquire an in-depth understanding of each customer's business goals, challenges, and success indicators.

• Act as the main point of contact for customers and agency partners, promptly addressing inquiries and resolving issues in both Mandarin and English.

• Actively engage with customers and agency partners to promote adoption, usage, and realization of value from our platform.

• Collaborate with the publisher development team to connect customers with suitable affiliates in the Levanta marketplace, facilitating revenue activation and ensuring continuous success on the platform.

• Work together with sales teams to identify opportunities for upselling or cross-selling additional products and services.

• Conduct regular check-ins with customers to assess progress, tackle concerns, and pinpoint areas for enhancement.

• Represent customers and agency partners within the organization, delivering feedback to our product team to foster product improvements and enhancements.

• Track customer health and satisfaction metrics, taking proactive measures to reduce churn and boost retention rates.

• Cultivate and maintain a comprehensive understanding of our platform, industry trends, and best practices to effectively advise customers.

⛳️ Requirements

• Proficiency in English is essential.

• Native or fluent proficiency in Mandarin (both spoken and written) is mandatory.

• Availability to train during US East Coast hours, with working hours aligned to China Standard Time.

• Demonstrated experience in a customer-facing role, such as Customer Success Manager, Account Manager, or a similar position.

• A background in e-commerce or affiliate marketing is highly preferred.

• Exceptional communication and interpersonal skills, with the capability to build rapport and cultivate strong relationships with customers.

• Strong problem-solving and decision-making skills, with an emphasis on delivering innovative solutions to meet customer requirements.

• Ability to work collaboratively across cross-functional teams, including sales, marketplace, and publisher development.

• Familiarity with CRM software and business intelligence tools; experience with HubSpot is a plus.

🏝️ Benefits

• Competitive salary and benefits package.

• Flexible vacation and sick leave policy, allowing you to take the time you need.

• Opportunities for professional growth and advancement within a rapidly expanding startup.

• A culture that prioritizes diversity, inclusion, and acknowledges the impact of each team member on our success.