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Overview
Our 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 Do
- Strategic 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 contact.
- Revenue 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 impact.
- Collaborative 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 value.
- Customer 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 experiences.
- Operational 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 improvements
What You Will Need
- Bachelor's degree with 4+ years in customer success management, preferably in e-commerce, demonstrating progressive leadership and relationship development expertise.
- Exceptional track record of driving business growth through KPI optimization (renewal rates, upsells, NRR) with strong commercial acumen and proven revenue contribution abilities.
- Thrives in fast-paced start-up environment
- Attention to detail, efficient multitasking capabilities, and a balanced blend of creative thinking and analytical decision-making.
- Fluent in both English and Cantonese (speaking, reading, and writing
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