Senior Customer Success Manager (SMB, On Demand, MLO, Mandarin Speaker)

Role Overview

Senior Customer Success Manager focused on SMB customers in an on-demand engagement model. You will guide early adoption, ensure a tailored customer experience, and drive scalable customer success to improve revenue retention.

Responsibilities

• Engage with SMB customers at multiple stages of their journey, providing guidance and recommendations to maximize customer success
• Participate in revenue retention conversations to highlight product value and mitigate competition risk
• Act as the voice of the customer by collecting feedback and insights to share with internal partners and leadership
• Manage cases/queues with strong organization, data hygiene, and prioritization
• Work independently while navigating competing priorities in a fast-changing environment

Requirements

• 5+ years of Account Management experience focused on customer satisfaction, churn mitigation, and business operations
• Fluent Mandarin and English (written and verbal) to support Mandarin-speaking customers across business, operational, and technical conversations
• Proven success meeting and exceeding goals; self-starter with autonomous execution
• Strong communication, organization, influencing, negotiation, and presentation skills
• Problem-solving mindset; able to handle complex customer scenarios and identify a path forward

Nice to Have

• 1+ years experience using POS (Point of Sale) software, ideally in the service industry
• Case/queue management experience
• Experience in tech / SaaS
• Experience with Salesforce CRM, Chili Piper, MS Office, G-Suite, and Slack
• 1+ years experience in a Project Management role (or equivalent)

Location / Work Style

Full remote