Customer Success Manager (Asia Based, Mandarin Fluent/English Proficient)
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AI Summary
Levanta is the leading affiliate marketing platform for marketplace sellers, helping Amazon, Shopify and Walmart brands unlock a scalable, cost-effective marketing channel through direct affiliate partnerships. With access to over 70,000 vetted publishers, influencers, affiliates, and media buyers in Levanta’s Creator Marketplace, sellers can drive high-quality external traffic to their stores, control commissions, improve organic search rankings, and benefit from referral kickbacks on sales generated by their affiliates.
We are seeking a Customer Success Manager based in Asia to join our team and support our growing presence in the region. In this role, fluency in Mandarin (spoken and written) is essential for serving our Chinese-speaking sellers and agency partners. You will be the main 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:
- Proficiency in English 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.
What Levanta Offers:
- A dynamic and supportive work environment where innovation and creativity are encouraged.
- Competitive salary and benefits package.
- Open vacation and sick policy, take the time you need.
- Opportunity for professional growth and advancement within a rapidly expanding startup.
- A culture that values diversity, inclusion, and the impact of every team member on our success.
- Must have a permanent address in one of our hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, or Washington.
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