Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
About the role
- Customer Success Manager responsible for maximizing customer value in the Hong Kong market. Supporting product adoption and driving client retention in a rapidly growing tech environment.
Responsibilities
- Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support to a mix of high-velocity small and medium-sized accounts across various channels (email, chat, phone)
- Responsible for growing customer lifetime value, which includes identifying upsell/cross sell opportunities, reducing churn, and partnering with teams to impact revenue
- Support the team to provide an exceptional service experience, including onboarding and integration, analysis on utilization ROI, and strategy recommendations; own the entire post-sale customer journey
- Collaborate with cross-functional technical and non-technical teams to build scalable processes, self-help content, and tools to improve the customer experience and drive business outcome
- Collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
- Support all day-to-day business operations associated with customers including billing and continuous process and documentation improvements
- Manage and mentor a small, growing team of Customer Success professionals
Requirements
- Bachelor’s degree required
- 5+ years of customer success and support; preference for e-commerce
- Proven ability to manage revenue-related KPIs such as renewal rate, upsell, NRR, and churn
- Outstanding commercial and product acumen and a track record of contributing to revenue growth
- High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up team-centric environment
- Excellent communication, relationship-building, and consultative selling skills, including the ability to speak and influence technical and non-technical audiences
- Balanced mix of creative and analytical skills
- Must speak, read, and write English and Cantonese fluently
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.
Senior Customer Success Manager managing Enterprise and SMB clients at Relo Metrics. Focused on client retention and revenue growth in the sports sponsorship data solutions sector.
Client Experience Manager serving as an advocate for LightEdge clients. Developing strategies for maintaining client retention and identifying growth opportunities while collaborating with sales.
CRM Campaign Manager managing email, SMS, and WhatsApp campaigns for UK's leading roof tent brand TentBox. Focused on driving engagement, traffic, and revenue through advanced segmentation and performance optimization.