Customer Success Specialist

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

📋 Description

• Take charge of the post-go-live lifecycle for assigned APAC regional accounts.

• Enhance user adoption and maximize platform value for enterprise clients.

• Track account health and pinpoint trends of low usage, friction points, and risks of churn.

• Discover expansion opportunities within new workflows and internal teams.

• Collaborate with Sales and Account Management by delivering insights on client health, risks, and growth indicators.

• Facilitate post-onboarding training sessions, advanced product refreshers, and best-practice workshops.

• Assist in the transition from initial onboarding to ongoing customer success.

• Contribute to user documentation, training materials, and self-service resources.

• Serve as the primary customer contact for complex, high-priority, or post-go-live technical concerns.

• Work with Operations, Product, Engineering, and PMO to determine resolution pathways.

• Provide prompt updates to customers regarding key requests and critical escalations.

• Support customer adoption and experience while not holding commercial quota or contract responsibilities.

• Convert customer feedback and product gaps into structured insights for the Product and Operations teams.

⛳️ Requirements

• Minimum of 2 years' experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or another impactful customer-facing role.

• Significant experience with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.

• Proven experience managing enterprise, mid-market, or strategic customers.

• Deep understanding of the post-go-live customer lifecycle, including adoption, enablement, customer health, retention, and value realization.

• Capability to identify churn risks, adoption gaps, and customer experience challenges early on.

• Excellent communication, stakeholder management, and problem-solving abilities.

• Proficient in working collaboratively with Sales, Account Management, Product, and Operations.

• Comfortable creating structure in a fast-paced environment where ownership may not be clearly defined.

• Strong focus on documentation and process development.

• Outstanding verbal and written English communication skills.

• Experience collaborating with customers across various time zones.

• Preferred: experience in freight forwarding, logistics, air freight, ocean freight, procurement, rate management, or digital freight platforms.

• Preferred: familiarity with Salesforce, Zoho, Jira, Confluence, support tools, or knowledge base systems.

• Preferred: ability to comprehend APIs, integrations, platform configurations, or customer workflows at a business level.

• Relevant regional language skills, such as Chinese or Korean, are a valuable asset.

🏝️ Benefits

• Flexible remote working arrangements.

• Statutory benefits in line with local regulations.

• Opportunity to collaborate with a dynamic and supportive team.

• Work in a multicultural global team environment.

• Opportunities to gain new insights and experience diverse perspectives.