АвстралияCustomer Success Manager Asia (Mandarin Speaker - 12-Month FTC)
2 нед. назад
АвстралияOnsite
customer success managementonboardingchurn reductionnps
Manage customer success to maximize product adoption, reduce churn, and drive customer satisfaction and advocacy.
О компании
- began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
- Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
- We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
- Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.
Обязанности
- Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
- Adoption & Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.
- Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
- Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
- Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
- Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
- Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.
- Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
- Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.
Требования
- You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
- Language Requirements: Native-Level Mandarin and strong professional English language skills
- Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
- Technically confident and able to guide customers through setup, usage, and best practices.
- Strong communication and relationship-building skills across multiple stakeholder levels.
- Comfortable working with data and insights to identify trends, risks, and opportunities.
- Highly organized with excellent follow-through and attention to detail.
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
- A genuine passion for helping customers succeed and seeing measurable business impact.
- A good understanding of the digital advertising/search marketing industry – preferred.
Другое
- At , we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
- As a Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers. You ensure every customer achieves success with — from onboarding and adoption to measurable results and advocacy.
- Your mission is to maximise product adoption, strengthen customer health, and reduce churn, ensuring customers realise ongoing value and remain engaged, satisfied partners.
- We are passionate about what we do. Our Commercial organization is diverse, collaborative, and it is a fun place to work. Our culture is fast-paced, and our employees grow as we do. You will have plenty of personal development and coaching opportunities. We are a global organization with a head office in Copenhagen, Denmark.
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package including quarterly commission and annual company bonus.
- 25 days holiday (plus public holidays)
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities supported through the Academy and Blinkist
- Superannuation, salary continuance and life insurance
- Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
- Paid parental leave
- Cycle to work scheme
- A buzzy office at 55 Collins Street with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team
- We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences, along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!
- #LI-Hybrid #LI-KW1
- is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.
- is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@.com) quoting the role you wish to apply for.