Customer Success Manager, Pro (China)

The Role We're hiring another Customer Success Manager to own a book of business across our Pro package clients. You'll be the main point of contact for your accounts from onboarding through renewal, responsible for adoption, retention, and growth. This is a high-ownership role, so you'll touch everything from day-one onboarding to churn saves to surfacing product gaps back to the team. What You'll Do Own onboarding for new subscribers, getting accounts to first value fast (creator search, outreach setup, Spark Codes, GMV tracking, campaigns) and running a structured onboarding sequence over the first 60 days Manage a portfolio of brand and agency accounts, running regular check-ins and walkthroughs to drive adoption and expansion Monitor account health and act on churn signals before they become cancellations, including win-back and retention outreach on at-risk accounts Run failed payment recovery and billing follow-up to protect MRR Pull and interpret usage and subscription data to prioritize where to spend your time, and report on your book's health Capture customer feedback and feature requests, turn them into clear product asks, and track them through to resolution Support Reacher Plus clients where managed service and software overlap Keep account context, notes, and next steps clean and current Join demo calls as the platform expert with the sales team whenever needed You'll Be Successful If You Have 3+ years of experience in customer success, account management, or a client-facing role Have hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred Are a strong communicator who can build rapport quickly and maintain trust over time Are comfortable managing clients Are highly organized with a bias toward follow-through and accountability Thrive in fast-paced startup environments where speed and scrappiness are key