Customer Success Manager, APAC (China Based, Mandarin & English Fluent)

We are seeking a Customer Success Manager, APAC (China-based, Mandarin & English fluent) to join our team and support our growing presence in the region. Fluency in both Mandarin and English, spoken and written, is essential for serving our Chinese-speaking sellers and agency partners, as well as collaborating with our CS team based in the US. In this role, you will be the primary point of contact for these clients, helping drive satisfaction, retention, and growth through a deep understanding of their goals and how Levanta’s platform can help them succeed.

You’ll collaborate cross-functionally with sales, engineering, product, and publisher development teams to ensure an exceptional customer experience tailored to the needs of our Asia-based clientele.

Responsibilities:

• Develop a deep understanding of each customer's business objectives, challenges, and success metrics.
• Serve as the primary point of contact for customers and agency partners, responding to inquiries and resolving issues promptly in both Mandarin and English.
• Proactively engage with customers and agency partners to drive adoption, usage, and value realization of our platform.
• Partner with the publisher development team to match customers with good fit affiliates in the Levanta marketplace to help expedite revenue activation and maintain ongoing success on the platform.
• Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products/services.
• Conduct regular check-ins with customers to review progress, address concerns, and identify areas for improvement.
• Advocate for customers and agency partners internally, providing feedback to our product team to drive product enhancements and improvements.
• Monitor customer health and satisfaction metrics, taking proactive steps to mitigate churn and increase retention rates.
• Develop and maintain a thorough understanding of our platform, industry trends, and best practices to effectively advise customers.

Qualifications:

• Fluency in English (spoken and written) is required.
• Native or fluent proficiency in Mandarin (spoken and written) is required.
• Ability to train on US East Coast hours. Working hours will be in China Standard Time.
• Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, or similar.
• Background in e-commerce or affiliate marketing is strongly preferred.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with customers.
• Strong problem-solving and decision-making abilities, with a focus on delivering innovative solutions to meet customer needs.
• Ability to work collaboratively across cross-functional teams, including sales, marketplace, and publisher development.
• Experience working with CRM software and business intelligence tools. HubSpot knowledge and experience is a plus.