Customer Success Specialist (China)

TL;DR

Customer Success Specialist (SaaS): Managing a high-volume portfolio of SME and Enterprise accounts in the Chinese market with an accent on churn prevention and account health monitoring. Focus on educating users on product value, identifying growth opportunities, and coordinating with global teams to ensure customer satisfaction.

Location: Must be based in China

Company

Global provider of web data collection tools and infrastructure.

What you will do

• Manage and nurture a high-volume portfolio of SME and Enterprise accounts in China.
• Monitor account health, revenue trends, and usage to proactively prevent churn and contraction.
• Educate and support customers on products, best practices, and pricing in Chinese and English.
• Identify and qualify upsell and cross-sell opportunities and hand them off to Account Executives.
• Resolve day-to-day billing and basic technical inquiries from the community pool.
• Collaborate with Marketing on localized campaigns, webinars, and newsletters for the Chinese market.

Requirements

• 2+ years of experience in customer success, account management, or B2B SaaS sales.
• Native or near-native Chinese proficiency (written and spoken).
• Professional English working proficiency for global collaboration.
• Technical orientation and familiarity with CRM tools like Salesforce.
• Must be located in China.

Culture & Benefits

• Opportunity to work within a fast-moving, global community team.
• Exposure to a high-growth B2B SaaS and data environment.
• Collaborative atmosphere with cross-functional interaction between Sales and Marketing.