Bilingual Customer Success Manager in the USA (SaaS Product Vertical)

Job brief

We are seeking a dynamic and experienced Customer Success Manager for our client focused on driving digital transformation in the global beauty industry through unparalleled AI-powered SaaS products. 

The main goal of a customer success team is to provide support for customers as they transition from the sales pipeline (prospects) to the support pipeline (active users). You're typically responsible for maintaining customer loyalty, upselling existing customers to new features within the product, fostering long-term relationships with your customers, facilitating overall customer service, and ensuring that your customers are achieving the goals they were looking to achieve when purchasing your product.

Responsibilities

• Drive the successful adoption and onboarding of the services to help customers realize the business value of our partnership and offerings.
• Guide customers through the changes needed to unlock the full value of our products, and help their staff, train, and align their people and partners to deliver on transformation.
• Partner with business development teams and executives to develop strategic and technical plans that help customers achieve their business objectives.
• Coordinate internal resources to support product delivery, implementation, and deployment.
• Identify and analyze customers needs to help the internal team improve product offering.
• Output and share customer success stories and best practices in the industry.
• Maintain client relationship by providing support and paying attention to the market dynamics, risks, and problems that may affect customers.

Requirements

• Candidates with a bachelor's degree or higher in computer science or related fields, or with experience in software/SaaS development are preferred.
• At least 5 years of B2B customer success customer service or account management experience in SaaS or CRM related fields;
• The deep understanding of the beauty industry is preferred;
• Bilingual in English and Mandarin is preferred.