Customer Success Manager
Manages a large portfolio of technical customers through scalable onboarding, adoption, retention, and value-realization programs. Requires 5–7+ years in a technical customer-facing role, portfolio accountability, strong communication, Mandarin fluency, and a bachelor’s degree or equivalent experience.
About the job
Responsibilities
Customer Advisory
- Lead scalable customer onboarding using product adoption telemetry to monitor deployment health, identify configuration risks, and guide customers through prescriptive best practices, architectures, and operational strategies.
- Drive consumption and value realization through 1:1 and 1:many engagements, including targeted campaigns, webinars, and office hours.
- Use data-driven insights to identify trends, opportunities, and risks across a broad customer portfolio and recommend solutions, features, and adoption paths.
Account and Portfolio Management
- Own account-plan elements that drive customer maturity, lifetime value, retention, and revenue realization.
- Manage thousands of customers across maturity stages using scalable methodologies and tools.
- Track business outcomes, forecast revenue retention and realization, and identify opportunities to expand customer impact in collaboration with presales teams.
- Maintain accurate internal customer and territory data.
- Use AI-driven tools to streamline workflows, improve productivity, and optimize customer success outcomes.
Collaboration and Advocacy
- Represent customer insights internally to inform product direction.
- Coordinate with Sales, Product, Services, Support, and Training teams to improve customer health, satisfaction, and value realization.
- Connect customers with appropriate internal resources and contribute learnings to scalable customer success programs.
Requirements
- 5–7+ years of experience in a technical customer-facing role, such as Technical Customer Success, Solutions Architecture or Engineering, Professional Services or Implementation, or Technical Account Management.
- Experience supporting a deeply technical, ideally consumption-based, product.
- At least 3 years of accountability for customer health and revenue realization across a portfolio of accounts.
- Excellent verbal and written communication skills, with the ability to influence technical and business outcomes.
- Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.
- Mandarin fluency.
- Based in Hong Kong for a hybrid working model.
Nice to Have
- Experience managing scaled or pooled customer portfolios.
- Experience designing workflows or engagement strategies using AI or automation-driven tools.
Skills
Customer Success, MongoDB, Customer Onboarding, Product Adoption, Telemetry, Customer Retention, Revenue Realization, Portfolio Management, AI Tools, Automation, Account Planning, Technical Account Management
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