Senior Customer Success Manager

3 days ago

Hong Kong Island, Hong Kong SAR China Cedar Empower Hands Full time

As a Senior Customer Success Manager, you will lead initiatives to ensure customer satisfaction, retention, and long-term value. You will act as a strategic partner to clients, understanding their goals, identifying opportunities to maximize product or service adoption, and driving outcomes that align with both customer and organizational objectives. Your responsibilities include managing a portfolio of key accounts, building strong relationships with stakeholders, and serving as the primary point of contact for escalations and strategic discussions. You will monitor account health, track key metrics, and implement strategies to improve customer engagement, reduce churn, and identify upsell or cross‑sell opportunities. Additionally, you will collaborate closely with product, sales, and support teams to ensure a seamless customer experience and to communicate feedback that informs product development and enhancements. This role requires a proactive approach, strong leadership skills, and the ability to influence both internal teams and external clients. You will mentor junior Customer Success team members, develop best practices, and contribute to shaping strategies that enhance overall customer satisfaction and loyalty. Qualifications Strong experience in customer success, account management, or client relationship management. Ability to manage strategic accounts and build long‑term, trusted relationships with key stakeholders. Excellent problem‑solving skills with the ability to address customer challenges and implement effective solutions. Proficiency in tracking customer success metrics, reporting on account health, and analyzing trends. Strong communication, presentation, and interpersonal skills for engaging with senior clients and internal teams. Ability to collaborate cross‑functionally with sales, product, and support to drive customer outcomes. Experience mentoring and guiding junior team members, establishing processes, and sharing best practices. Strategic mindset with the ability to identify opportunities for growth, adoption, and engagement. Detail‑oriented, organized, and capable of managing multiple accounts and priorities simultaneously. Proactive, customer‑focused, and committed to delivering high‑quality service and enhancing customer loyalty. Seniority Level Mid‑Senior level Employment Type Part‑time #J-18808-Ljbffr

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