Fluent in Mandarin and English, the full-time remote Mandarin Customer Success Manager will engage with a diverse portfolio of small and medium-sized business clients, particularly in the Asian-cuisine sector, to drive customer success through tailored support, strategic conversations, and effective onboarding processes. Key responsibilities Conduct live customer interactions, facilitating demos and discussions to ensure effective onboarding and engagement Utilize data-driven insights to diagnose customer issues, develop strategies, and retain SaaS revenue through consultative engagement Act as the voice of the customer by gathering feedback and collaborating with internal teams to enhance the customer experience Required qualifications Fluent in Mandarin Chinese and English, with the ability to support technical and operational conversations 5+ years of Account Management experience focused on customer satisfaction and churn mitigation Experience in case or queue management, ensuring organization and prioritization of customer needs Proficiency in using various software tools and a proven track record of meeting or exceeding goals Ability to work autonomously in a fast-paced, dynamic environment while managing competing priorities