【TW】(Sr.) Customer Success Manager (資深)客戶成功經理

薪資範圍:NT$ 800,000 - 1,400,000 (年薪)

公司名稱: 漸強實驗室 Crescendo Lab Ltd.

Requirements Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions Advanced knowledge of software development lifecycle and development pipeline Advanced project management experience & skills High-performance ability to pitch and execute stage expansions, balancing business and technical and adjusting messaging to audience (technical / exec) Skilled in bringing to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience Extensive experience within a technical or account management area Comfortable giving and receiving positive and constructive feedback Proven experience leading teams, driving software adoption, and building and scaling customer success management practices Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning Customer Success Managers take ownership of Crescendo Lab's close-long term customer relationships and the highest possible satisfaction which we value very much. As a CSM, you will collaborate with different functional teams to make sure customer needs are met. You are responsible for the day-to-day management to ensure customer onboarding, retention, renewal, and upsell success. CSMs also need to understand customer business needs, maximize product adoption across all accounts, and bring the latest product features as well as know-how to customers. An ideal candidate for the role will become a trusted advisor and drive our customer's MRR and NDR metrics growth by achieving their business objectives. Responsibilities Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics such as Quantitative Success Plans, Time-to-Value, use case expansion, EBRs delivered, and gross/net retention Work cross-departmentally to find solutions to complex scenarios and integration issues Owns the customer relationship of a global or large scale enterprise account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders) including strategic roadmap discussions Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers Has proven ability to deeply understand customer health scoring and predictive risk management and is well versed in risk prevention and risk resolution Continuously drives communication and customer advocacy into various departments to provide customer insights and ensure an orchestrated customer experience

公司地址:

台灣 臺北市

其他:

Preferred Qualifications Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally. Excellent multitasking and project management skills. -2025-04-01