Customer Success Manager

• Drive Platform Adoption & Account Health.
• Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value.
• Proactively monitor account health to identify low-usage trends, friction points, and churn risks early.
• Identify expansion opportunities by helping customers scale usage across new workflows and internal teams.
• Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals.
• Deliver Enablement & Training.
• Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients.
• Ensure a smooth transition for customers moving from initial onboarding into long-term customer success.
• Support scalable education by contributing to user documentation, training guides, and self-service content.
• Client Escalations Management.
• Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues.
• Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths.
• Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations.
• Enable Commercial Teams & Feedback Loops.
• Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities.
• Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership.
• Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

Customer Success Specialist

• Drive Platform Adoption & Account Health
• Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value.
• Proactively monitor account health to identify low-usage trends, friction points, and churn risks early.
• Identify expansion opportunities by helping customers scale usage across new workflows and internal teams.
• Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals.
• Deliver Enablement & Training
• Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients.
• Ensure a smooth transition for customers moving from initial onboarding into long-term customer success.
• Support scalable education by contributing to user documentation, training guides, and self-service content.
• Client Escalations Management
• Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues.
• Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths.
• Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations.
• Enable Commercial Teams & Feedback Loops
• Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities.
• Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership.
• Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

Customer Success Manager – APAC

• Main Point of Contact (POC) for assigned protocols
• Responsible for project management of the assigned studies
• Accountable for performance for assigned protocols
• Reviews Monitoring Visits Reports and escalates performance issues
• Performs Quality control visits as required
• Leads local study teams to high performance
• Responsible for creating and executing a local risk management plan
• Ensures compliance with CTMS, eTMF and other key systems
• Collaborates internally with HQ functions

Associate Manager, CRM

• Oversee and manage existing client relationships and play an active role in developing and building long-term relationships with clients to identify business opportunities, collaboratively develop value propositions that address client needs.
• Be proactive in strengthening existing relationships and creating new ones, build solid engagements with clients, develop comprehensive solutions to maximize retention, up-selling and cross-selling.
• Maintain and exceed revenue and upselling targets from our direct business.
• Maintaining all information of customers’ activity within CRM platform.
• Build business success stories and case studies.
• Review and propose process improvement that drive client business and market penetration.

Customer Success Manager jobs in China

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Customer Success Specialist

Customer Success Manager – APAC

Associate Manager, CRM

Senior Customer Success Manager – SMB