Customer Success Manager

Description

Join Our Team as an Intermediate Customer Success Manager – APAC

Are you passionate about building strong client relationships, delivering exceptional customer experiences, and driving business growth? Join G2 Risk Solutions as an Intermediate Customer Success Manager in the APAC region and play a key role in ensuring client satisfaction and long-term success.

In this role, you will work closely with clients across the APAC region, providing comprehensive account management and expert guidance on our products and services. From delivering client training and answering questions about reports and deliverables to sharing industry best practices and tailored recommendations, you will be a trusted partner in helping our clients achieve their goals.

As part of our Customer Success Team, you will collaborate closely with Sales, Marketing, Operations, and other cross-functional teams to deliver outstanding customer service and create lasting value for our clients.

Key Responsibilities:

• Serve as the primary point of contact for a portfolio of high-value clients
• Manage the onboarding process and ensure successful product adoption
• Build and maintain strong, long-term client relationships
• Provide proactive account management and ongoing customer support
• Drive customer retention through proactive engagement and value delivery
• Identify upselling and cross-selling opportunities in collaboration with Sales and Product teams
• Educate clients on additional products, services, and solutions
• Provide client training, resources, and guidance to maximize product value
• Answer client questions regarding products, reports, deliverables, and services
• Provide recommendations and guidance based on industry best practices
• Act as an escalation point for client issues and ensure timely and effective resolution
• Collaborate with Support, Product, and Engineering teams to address customer needs
• Communicate client feedback and market insights to relevant internal stakeholders
• Support cross-functional projects and strategic initiatives
• Manage multiple priorities effectively while consistently meeting deadlines
• Work closely with analysts and other team members to achieve shared goals
• Take ownership of special projects and additional responsibilities as required

Requirements

• 2–5 years of customer-facing experience, preferably in Payments, E-commerce, Risk Management, or a related industry
• Proven track record of delivering excellent customer service and building strong client relationships
• Excellent written and verbal communication skills
• Fluent English is required; proficiency in Chinese is preferred.
• Strong interpersonal, negotiation, and relationship-management skills
• Excellent organizational and time-management abilities
• Strong analytical and problem-solving skills, with the ability to translate data and insights into actionable recommendations
• Comfortable communicating with clients regularly by phone and other communication channels
• Proficiency in Microsoft Office, particularly Excel
• Experience with CRM/CMS platforms such as Salesforce or HubSpot is an advantage
• Strong attention to detail and commitment to quality
• Ability to manage multiple tasks and adapt to changing priorities
• Sound judgment and the ability to make effective decisions in a fast-paced environment
• Strong general computer skills
• Comfortable working with sensitive and potentially high-risk web content
• Highly self-motivated, collaborative, and team-oriented
• Bachelor’s degree or higher is preferred