Senior Manager of Customer Success

About the Company

We are a high-growth technology company helping businesses operate more efficiently in an increasingly global and digital economy. Our team is building products that solve meaningful operational and financial challenges for modern businesses, and we are continuing to grow across multiple markets.

About the Team

Our Customer Success team partners closely with business customers after onboarding to help them realize value from the platform, deepen engagement, and build long-term relationships. The team works cross-functionally to deliver a strong customer experience and support sustainable growth.

About the Role

We are looking for a Senior Manager, Customer Success to lead and scale our Hong Kong team. This is a people leadership role with a strong focus on team performance, customer outcomes, operational excellence, and cross-functional collaboration.

You will lead a team of Customer Success professionals supporting a portfolio of business customers, ensuring strong onboarding, product adoption, customer engagement, renewal, and expansion outcomes. You will also be responsible for building the operating cadence, metrics, and processes that enable the team to deliver value consistently at scale.

Responsibilities

• Lead, coach, and develop a high-performing Customer Success team focusing on SMB clients.
• Set clear goals, inspect performance, and build a strong execution culture across onboarding, adoption, retention, and growth.
• Create and refine team processes, playbooks, and operating rhythms to improve consistency and scalability.
• Define and track key performance metrics across customer engagement, health, renewal, and expansion.
• Use customer data and team insights to identify risks, opportunities, and areas for improvement.
• Partner closely with internal teams to improve the end-to-end customer experience and resolve issues efficiently.
• Support the team in managing escalations and complex customer situations.
• Drive disciplined business reviews, forecasting, and reporting.

Qualifications

• Significant experience in customer success, account management, or another post-sales customer-facing function, including 3+ years experience leading teams.

Required Skills

• Proven ability to build scalable processes and improve operational rigor in a fast-paced environment.
• Strong people leadership and coaching capability, with a track record of developing high-performing teams.
• Commercial acumen and the ability to balance customer value, retention, and growth outcomes.
• Strong analytical skills and confidence using data to drive decisions and prioritization.
• Excellent stakeholder management skills and the ability to work effectively across functions.
• Strong written and verbal communication skills in English and Cantonese.
• A customer-first mindset, strong ownership, and practical problem-solving ability.

Preferred Skills

• Experience in a high-growth technology environment is strongly preferred.
• Experience with customer relationship tools and reporting systems is a plus.