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