Customer Success Specialist

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

📋 Description

• Drive user adoption of the platform and ensure account health.

• Manage the post-go-live process for specific regional accounts to enhance user engagement and platform value.

• Actively track account health to detect trends of low usage, friction points, and potential churn risks in advance.

• Spot opportunities for expansion by assisting clients in scaling usage across new workflows and teams.

• Collaborate with Sales and Account Management by providing regular updates on client health, risks, and growth indicators.

• Deliver enablement and training sessions.

• Facilitate post-onboarding training, advanced product refreshers, and best practices workshops for clients.

• Ensure a seamless transition for customers from initial onboarding to long-term success.

• Aid in scalable education by contributing to user documentation, training materials, and self-service resources.

• Manage client escalations.

• Serve as the primary contact for customers with complex, high-priority, or post-go-live technical issues.

• Collaborate cross-functionally with Operations, Product, Engineering, and PMO to establish clear paths for resolution.

• Keep customers informed with clear and timely updates throughout the lifecycle of key requests and critical escalations.

• Support commercial teams and establish feedback loops.

• Take on non-commercial operational tasks to allow Sales and Account Management teams to focus on revenue-generating activities.

• Maintain distinct boundaries by supporting adoption and customer experience without assuming commercial quota or contract ownership.

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

⛳️ Requirements

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

• Strong background in B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.

• Experience managing enterprise, mid-market, or strategic clients.

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

• Ability to identify risks of churn, gaps in adoption, and issues in customer experience early on.

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

• Capacity to work cross-functionally with Sales, Account Management, Product, and Operations.

• Comfortable creating structure in a dynamic environment where ownership is not always clearly defined.

• Strong emphasis on documentation and process-oriented mindset.

• Proficient verbal and written communication skills in English.

• Relevant regional language skills (such as Chinese or Korean) are a significant advantage.

• Experience working with customers across various time zones.

🏝️ Benefits

• Statutory benefits in accordance with local regulations.