Deskripsi Pekerjaan
Are you ready to drive customer value and growth in one of the fastest-growing enterprise tech units in the world? BytePlus, a business unit of ByteDance, is seeking a dynamic and strategic Customer Success Manager to join our rapidly expanding team in Singapore.
In this critical role, you will serve as the trusted advisor to our key enterprise clients. You will be responsible for ensuring our customers achieve their business outcomes by leveraging the full power of BytePlus's cutting-edge technology and solutions. You will work closely with cross-functional teams including Sales, Product, and Engineering to drive adoption, retention, and expansion across a portfolio of strategic accounts.
Why Join BytePlus? As part of ByteDance, you will have access to world-class resources, data, and expertise. You will play a pivotal role in shaping the customer experience for a suite of products that are defining the future of digital business. This is an opportunity to work in a fast-paced, high-impact environment where your contributions directly influence the company's bottom line.
Tanggung Jawab
- Develop and execute comprehensive success plans for a portfolio of high-value enterprise clients, ensuring alignment with their strategic business goals.
- Drive product adoption and engagement, proactively identifying opportunities for expansion and upselling additional BytePlus solutions.
- Serve as the voice of the customer internally, collaborating with Product Management to influence the product roadmap based on client feedback and market needs.
- Monitor customer health metrics (usage, satisfaction, support trends) and implement proactive interventions to mitigate churn risk.
- Conduct regular executive business reviews (QBRs/EBRs) to showcase value realisation, ROI, and strategic impact.
- Manage complex escalations and resolve critical issues in a timely and effective manner, acting as the customer's advocate and internal orchestrator.
- Partner with the Sales team to identify and nurture leads for new business and expansion opportunities within existing accounts.
Kualifikasi
- 5+ years of proven experience in Customer Success, Account Management, or Consulting within a SaaS, PaaS, or technology-driven B2B environment.
- Demonstrated ability to manage and grow a portfolio of large, complex enterprise accounts, achieving high Net Revenue Retention (NRR) and satisfaction scores.
- Strong technical aptitude with the ability to understand and articulate the value of cloud-based platforms, AI/ML solutions, and digital transformation technologies.
- Excellent executive presence and communication skills; adept at presenting to C-level stakeholders and influencing decision-making.
- Data-savvy mindset with hands-on experience using CRM (Salesforce, HubSpot) and Customer Success platforms (Gainsight, Totango, or similar).
- Strategic thinker with exceptional problem-solving skills and the ability to navigate ambiguity in a hyper-growth environment.
- Bachelor's degree in Business, Computer Science, Engineering, or a related field.
- Proficiency in English is required; fluency in Mandarin or other Asian languages is a strong advantage for supporting our regional client base.