Customer Success Manager, Mandarin Fluent/English Proficient

Role Overview

• Develop a deep understanding of each customer's business objectives, challenges, and success metrics.
• Serve as the primary point of contact for customers and agency partners, responding to inquiries and resolving issues promptly in both Mandarin and English.
• Proactively engage with customers and agency partners to drive adoption, usage, and value realization of our platform.
• Partner with the publisher development team to match customers with good fit affiliates in the Levanta marketplace to help expedite revenue activation and maintain ongoing success on the platform.
• Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products/services.
• Conduct regular check-ins with customers to review progress, address concerns, and identify areas for improvement.
• Advocate for customers and agency partners internally, providing feedback to our product team to drive product enhancements and improvements.
• Monitor customer health and satisfaction metrics, taking proactive steps to mitigate churn and increase retention rates.
• Develop and maintain a thorough understanding of our platform, industry trends, and best practices to effectively advise customers.

Requirements

• Proficiency in English required.
• Native or fluent proficiency in Mandarin (spoken and written) is required.
• Ability to train on US East Coast hours. Working hours will be in China Standard Time.
• Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, or similar.
• Background in e-commerce or affiliate marketing is strongly preferred.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with customers.
• Strong problem-solving and decision-making abilities, with a focus on delivering innovative solutions to meet customer needs.
• Ability to work collaboratively across cross-functional teams, including sales, marketplace, and publisher development.
• Experience working with CRM software and business intelligence tools. HubSpot knowledge and experience is a plus.

Benefits

• Competitive salary and benefits package.
• Open vacation and sick policy, take the time you need.
• Opportunity for professional growth and advancement within a rapidly expanding startup.
• A culture that values diversity, inclusion, and the impact of every team member on our success.