OverviewOur client is a rapidly growing SaaS company with a focus on e-commerce solutions. They're looking for an experienced Customer Success Manager to drive client satisfaction, retention, and growth through strategic relationship management and value optimization. What You Will DoStrategic Partnership Development: Serve as a trusted advisor for a diverse portfolio of clients, building long-term partnerships that drive mutual success and growth while acting as their primary point of contactRevenue Optimization & Customer Lifecycle Management:
Own the entire post-sale journey while maximizing customer lifetime value through strategic upsell/cross-sell initiatives, churn reduction, and data-driven ROI analysis to demonstrate clear business impactCollaborative Business Growth: Partner with Sales and cross-functional teams to forecast opportunities, negotiate renewals, and conduct compelling business reviews that strengthen relationships and showcase tangible valueCustomer Advocacy & Experience Enhancement: Champion the voice of the customer by gathering product feedback, analysing usage patterns, and delivering personalized recommendations that drive meaningful adoption and exceptional service experiencesOperational Excellence & Team Leadership:
Manage and mentor a growing team of Customer Success professionals to ensure scalable, high-quality service delivery while overseeing day-to-day customer operations including billing and process improvementsWhat You Will NeedBachelor's degree with 4+ years in customer success management, preferably in e-commerce, demonstrating progressive leadership and relationship development expertiseExceptional track record of driving business growth through KPI optimization (renewal rates, upsells, NRR) with strong commercial acumen and proven revenue contribution abilitiesThrives in fast-paced start-up environmentAttention to detail, efficient multitasking capabilities, and a balanced blend of creative thinking and analytical decision-makingFluent in both English and Cantonese (speaking, reading, and writing
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