Customer Success Manager – Shenzhen

Role Overview

As a Scale Customer Success Manager, you will be responsible for managing a large number of SMB customers in the China market. This role is based in Shenzhen, China. You will drive customers through product activation, deepen product usage, and achieve renewals and upsells through scalable customer success programs and standardized processes.

What You Will Do

Design, execute, and continuously optimize scalable customer success programs, drive customers to deeply use various Wati features, and provide one-on-one support for key accounts.

Why It Might Be a Fit

You will enjoy collaborating with outstanding colleagues from different countries and markets, and helping Chinese enterprises efficiently reach overseas customers and improve their international customer communication and business growth capabilities.

Requirements

• 3+ years of experience in customer success, account management, consulting, or project management
• Experience in customer service for the China market
• Background in B2B SaaS, technology, e-commerce, cross-border business, or digital marketing is preferred
• Experience in channel partner management, channel customer success, or channel enablement is preferred
• Good business acumen, able to understand customer goals and translate them into actionable product usage and business growth plans
• Good commercial sensitivity, able to identify and drive upsell, upgrade, or customer expansion opportunities
• Excellent communication, training, and presentation skills, able to clearly explain products and best practices to customers and channel partners
• Fluent in spoken and written Mandarin, with English communication skills sufficient for daily work
• Experience managing a large number of SMB customers through standardized, automated, or digital approaches is preferred
• Familiarity with HubSpot, Salesforce, Zendesk, or similar CRM and customer success management tools is preferred

Benefits

• Join a fast-growing global team and jointly drive innovation and development in the AI customer engagement space
• Collaborate with outstanding colleagues from different countries and markets; we value transparent communication, curiosity, and customer orientation
• Help Chinese enterprises efficiently reach overseas customers and improve their international customer communication and business growth capabilities
• Grow together with the company and take on broader responsibilities as the China business expands