· Design, execute, and continuously optimize customer success strategies for the company in Southeast Asia to ensure customer satisfaction and retention meet the expected goals.
· Responsible for building and managing the customer success team.
· Develop and implement customer training plans to help customers better understand and use the products, thereby enhancing customer satisfaction and product stickiness.
· Conduct in-depth analysis of customers' business needs and feedback to provide customized solutions that ensure customers maximize the utilization of product features.
· Regularly monitor customer usage and satisfaction, evaluate the effectiveness of customer success strategies through data analysis, and provide relevant reports to management.
· Collaborate closely with the product development and sales teams to gather customer needs, provide suggestions for product iterations, resolve customer issues, and continuously improve products and services.
· Establish and maintain long-term customer relationships through regular follow-ups and communication to enhance customer loyalty.
· Analyse customer usage data, identify renewal and expansion opportunities, drive value-added services and product upgrades, and increase the customer lifetime value.
Requirements:
· 8-10 years of experience in customer success management or customer support in the SaaS software/IT/internet industry, with at least 3 years in a managerial position.
· Familiar with Southeast Asia markets; experience in building teams from scratch in a startup environment is a plus.
· Bachelor’s degree or above, preferably in marketing, business management, information technology, or a related field.
· Experience in SaaS product customer success management, with an understanding of SaaS customer needs and service models.
· Excellent team building and management skills, with strong communication, coordination, and leadership abilities.
· Fluent in Chinese and English to liaise with China associates.
