Head of Customer Success

Lark

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity: to learn, to innovate and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and most importantly, the users we serve.
Join us

**About the team**:
Our dedicated team at Lark APAC is driven by a shared passion for delivering exceptional customer experiences. Comprised of diverse talents and expertise, we are committed to guiding our clients through every stage of their journey with Lark products. With a relentless focus on innovation and customer satisfaction, we strive to exceed expectations and foster long-lasting partnerships.

**Responsibilities**:

- You will develop a Customer Success framework and strategies for Lark APAC, ensuring optimal customer satisfaction and retention.
- Lead the Customer Success team to cultivate exceptional customer experiences with Lark products, focusing on reducing churn, retaining and renewing contracts, and expanding current contracts.
- You will play a pivotal role in driving the management of strategic accounts through onboarding, implementation, training, and ensuring high levels of customer satisfaction through proactive measures such as increasing adoption and introducing new features and functionalities.
- Through ongoing interaction with customers, you will identify upsell and cross-sell opportunities to maximize revenue and customer value.
- Act as a dedicated advocate for customers, gathering user feedback on Lark products and effectively communicating it with the internal team to drive product enhancement.
- Collaborate closely with sales and product teams to design customized solutions tailored to meet customer requirements and align with their strategic objectives.
- Provide strategic direction and guidance to the Presales team, offering thought leadership and support throughout the sales process.
- Foster a culture of high performance within the Presales team, emphasizing collaboration and a commitment to continuous improvement.
- Stay updated on industry trends, competitor offerings, and market dynamics to inform strategic decisions and maintain a competitive edge.

Minimum Qualifications
- Bachelor's degree or equivalent. MBA will be an advantage.
- You have prior hands-on people management experience in Customer Success and Presales functions within B2B SaaS industry.
- You are passionate about technology, you have a keen interest in new technologies and are able to adapt to rapidly evolving product organization and market.
- You possess a startup mindset. You're a go-getter who thrives in a dynamic and fast-paced work environment.
- You have strong problem-solving and management skills and excellent written and oral communication skills.

**What We Can Offer**:

- A dynamic and highly motivated team environment that encourages open idea sharing and fosters healthy debates to propel our product to new heights.
- A unique combination of resources of a large company and nimbleness of a startup. You will experience a dynamic work environment where your contributions are valued, and you have the resources to pursue innovative projects and ideas.
- Long-term growth opportunities and the potential to expand responsibilities.
- A dynamic office workspace that fosters in-person collaboration and innovation among teams.
- Engaging team-building activities to foster camaraderie and collaboration.

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.

LI-DNI