Customer Success Manager, Korea
Own customer adoption, health monitoring, localization, and retention for Korean and broader APAC enterprise and higher-education accounts. The role requires native Korean and professional English fluency, strong data literacy, customer enablement experience, and regional travel readiness.
About the job
Responsibilities
- Monitor usage patterns and account health metrics to identify decreasing engagement and churn risks before renewal issues arise.
- Create targeted mitigation and re-engagement plans to support account retention.
- Build and deliver localized Korean self-service educational resources, videos, training materials, and documentation.
- Conduct proactive account health checks and turn platform data into actionable recommendations for customer stakeholders.
- Manage the regional Net Promoter Score (NPS) program, including feedback follow-up and root-cause analysis.
- Translate and localize resources to improve the product experience for Korean users.
- Partner with Support, Account Management, and Product teams to escalate customer blockers and influence the regional product roadmap.
- Audit adoption metrics across Korean and APAC accounts and establish engagement baselines.
- Reduce regional churn through early-warning analysis and proactive customer engagement campaigns.
- Increase feature adoption through digital adoption resources and account health reviews.
- Build a repository of localized video-learning best practices to reduce basic support queries.
- Develop a scalable blueprint for localized customer success operations across APAC.
Requirements
- Native-level Korean proficiency and professional working proficiency in English.
- Ability to analyze customer behavior and trends using Excel, BI dashboards, or CRM platforms.
- Experience creating customer-facing training tools, guides, or video resources for complex software processes.
- Demonstrated strategic problem-solving skills and experience presenting structured, outcome-driven solutions.
- Ability to work independently in a remote-first, international team environment.
- Ability to travel up to 20% across the region for strategic customer reviews.
Nice-to-haves
- Professional working proficiency in Japanese.
- Experience with Customer Success platforms such as Salesforce or ChurnZero.
- Experience with learning technologies, including LMS or VCMS platforms.
- Background in instructional design or customer education within a SaaS business model.
Skills
Excel, Bi Dashboards, Crm Platforms, Salesforce, Churnzero, Lms, Vcms, Instructional Design, Customer Education, Net Promoter Score
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