Customer Success Manager

2 weeks ago

Singapore ByteDance Full time

Lark

Lark Customer Success Team
The Customer Success team in Lark APAC is responsible to drive success for our customer by maximize their productivity and bringing them closer to their aspired success goal.

Why Join Us
At ByteDance, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for millions of users across all of our products. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at ByteDance.

**Job Description**:

- On-board and guide customers to enable a seamless implementation experience.
- Identify and understand customer business goals and KPI's to help launch a successful partnership with the business.
- Develop reporting and insights for customers to help demonstrate the value of Lark
- Build great customer experience with Lark product, reducing customer churn, retaining, renewing as well as identifying up-sell and cross sell opportunities
- Drive the desired business outcome by collaborating across different stakeholders
- Sustain relationships with identified accounts by becoming trusted advisor to decision makers and executive buyers.
- Increase active usage by cultivating deep and broad usage of Lark product, including but not limited to introducing new features and best practices to customers.
- Conduct quarterly business reviews and other recurring points of engagement with customers.
- Be a customer’s advocate and gather customer’s feedback on Lark product and share it with internal team to drive product enhancement

**Qualifications**:

- University degree or equivalent. MBA will be an advantage
- Relevant experience in B2B Customer Success within SaaS/IT industry
- Passionate in technology with a keen interest in new technologies and able to adapt to rapidly evolving product, organization and market.
- “Start-Up" mindset; Go-getter with who strive in dynamic and fast-paced work environment
- Strong problem-solving and management skills
- Excellent written and oral communication skills
- Fluency in Thai language will be an added advantage to bridge communication with local Thai customers/partners

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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