Client Success Manager 客戶成功經理
⚠️ Notice注意事項 ⚠️ Please apply for this position using the following link 請透過連結表單應徵此職缺: https://nuliapp.typeform.com/to/QBGH4D6B To ensure a smooth application process, we will only accept applications submitted through the above form. Thank you for your understanding. If you have any questions, feel free to reach out to us at any time! 為確保申請流程順暢，我們僅接受透過上述表單投遞的申請，敬請留意。 若有任何問題，歡迎隨時與我們聯繫！ Are You the Client Success Expert Who Can Deliver Outstanding Customer Experiences and Lead a Team to Drive High Satisfaction? You don’t just solve customer problems—you make them feel heard, supported, and valued. You believe that exceptional customer experiences come from thoughtful care and strategic relationship management, ensuring that every interaction adds value. At Nuli, we go beyond fitness and wellness guidance—we empower women to build long-term habits and confidence. If you’re passionate about delivering top-tier customer experiences and leveraging data-driven strategies to enhance customer satisfaction and retention, we’d love to work with you! Who We Are Nuli is the top online female fitness company in Taiwan. We ignite lifelong transformations through health and fitness. We’ve helped over 50,000 females achieve life-changing transformations We won Google’s best overall app and best Personal Growth App of 2020 Apple and Google have featured us more than 100 times, including during their International Women’s Day special We have the fastest growing online coaching team in Taiwan Our journey to make Nuli a fitness household name across Taiwan, Hong Kong, and Malaysia has only just begun. That’s why we want you to join us as our Client Success Manager. Your Role As a Client Success Manager, you will lead our customer support team, ensuring a seamless and satisfying experience for both Nuli app users and VIP coaching clients. You will collaborate closely with internal teams (coaches, product, and marketing) to continuously optimize the Nuli member experience and create exceptional value for VIP coaching clients. What You’ll Do Lead the Customer Success Team to Improve Efficiency and Service Quality Ensure prompt and professional responses across Intercom, LINE, and social media. Monitor customer satisfaction through CSAT and NPS, continuously refining support strategies to enhance the overall experience. Develop Customer Success Strategies to Improve Retention & Reduce Refund Rates Utilize data analysis and behavioral tracking to refine the user journey from application to course enrollment. Reduce refund rates and proactively guide coaching clients to boost their confidence before starting their programs. Ensure a Smooth Learning Experience & Increase Course Completion Rates Optimize the onboarding and adaptation process for course participants, ensuring a seamless journey from enrollment to completion. Implement strategies to increase course completion rates and overall satisfaction. Create Exclusive VIP Experiences for 1-on-1 Coaching Clients Manage VIP community engagement and plan online events & offline gatherings to foster a sense of belonging and brand loyalty. Team Management & Mentoring Lead and mentor the customer support team, conduct regular performance reviews, and drive continuous team growth and efficiency. Optimize Support Tools & Self-Service Solutions Enhance FAQs, knowledge bases, and automated Intercom tools to improve customer self-service capabilities. Cross-Functional Collaboration Work closely with product, marketing, and coaching teams to ensure customer feedback is accurately reflected in product and service improvements. Who You Are (Requirements) Experience in Client Success or Support Management: Minimum 5 years in customer management, customer support, or related fields, with at least 3 years of team leadership experience. Data-Driven Mindset: Ability to analyze customer data (NPS, CSAT, retention rates) and create strategies based on insights. Strong Communication & Empathy: Ability to deeply understand customer needs and provide clear, effective solutions. Tech-Savvy & Process-Oriented: Familiarity with tools like Intercom, LINE, Notion, and Typeform, and ability to optimize and enhance workflows with AI. Leadership & Team Collaboration: Proven ability to manage and develop a team, while collaborating effectively across departments. Growth Mindset: Eagerness to continuously learn, adapt, and improve processes to enhance customer experience and team performance. Language: Fluent in English & Chinese with strong written and verbal communication skills. Why Choose Us? Significant Impact: You're not just filling a role; you're pivotal to our growth and culture. Trust in Autonomy: We value discernment and initiative. Show us what you're capable of. The Perfect Size: At Nuli, everyone's contribution is vital, with enough momentum to make every day exciting. Work from home: Hate working in a stuffy office? We do too. The Perks 👩💻 Work remotely 🏝 Unlimited vacation days 🍹 Team events, off-sites, retreats 👥 Strong team culture centered around freedom and responsibility Why Nuli? We are a forward-thinking company that hires A-Players and gives them the autonomy and guidance to maximize their impact and work towards their career goals. If you're looking for an opportunity to shape the future of an industry, make a lasting impact on the lives of countless women, and be part of a transformative journey, this is the place for you. 你是能夠打造卓越客戶體驗，並帶領團隊創造高滿意度的客戶成功專家嗎？ 你不只是解決客戶問題，而是能讓客戶感受到被關心與支持。你相信優秀的客戶體驗來自於細緻的關懷與策略性的客戶關係管理，讓客戶在每一次接觸中都感受到價值。 在 Nuli，我們不只是提供健身與健康指導，而是幫助女性建立長久的生活習慣與自信。如果你熱衷於提供卓越客戶體驗，並擅長運用數據與策略來提升客戶滿意度與忠誠度，我們期待與你合作！ 關於我們 Nuli 是台灣首屈一指的女性健身應用程序。我們通過健康和健身幫助亞洲女性成功改變體態，成為更健康有自信的自己。 我們已經幫助超過50,000名女性實現了改變生活的轉變 我們榮獲2020年Google最佳應用程式和最佳自我提升應用程式獎項 被 Apple 和 Google 推薦超過 100 次，包括在他們的國際婦女節特輯中亮相 我們擁有台灣成長最快速的線上教練團隊 我們的目標是讓Nuli成為台灣、香港和馬來西亞家喻戶曉的健身品牌。我們的旅程才剛剛開始，因此，我們希望你能加入我們，成為我們的客戶成功專家。 你的角色 身為 Client Success Manager（客戶成功經理），你將負責管理客服團隊，確保 APP 使用者與教練課程VIP學員獲得順暢、滿意的服務體驗，並負責提升客戶留存率與滿意度。你將與內部團隊（教練、產品、行銷）緊密合作，確保 Nuli APP 會員的體驗持續優化，並為 VIP 課程學員創造驚喜與價值。 我們對你的期望： 帶領客服團隊，提升支援效率與服務品質：確保 Intercom、LINE、社群媒體等平台的客服回應迅速且專業，並透過 CSAT、NPS 指標監測客戶滿意度，持續優化支援系統與回應策略，以提升整體服務體驗。 制定客戶成功策略，提升留存率& 減少退費率：透過數據分析與行為追蹤，優化一對一課程學員從申請到課程報名的體驗，降低退費率，並透過預先引導流程，讓一對一課程學員在開課前建立信心，提高課程參與度。 確保教練課程的學員體驗順暢，提升完成率：協助優化一對一課程學員從報名到適應課程的整個流程，確保客戶從加入到完成課程順利進行，提高課程完成率與滿意度。 創造驚喜與價值，打造線上一對一課程VIP客戶的專屬體驗：經營 VIP 客戶專屬社群，策劃線上活動與協助線下聚會規劃，提升VIP客戶的歸屬感與品牌忠誠度。 團隊管理與指導：帶領並培訓客服團隊，定期進行績效考核，確保團隊能高效運作並持續成長。 優化客服工具與自助服務：透過 FAQ、知識庫、Intercom 自動化工具，提升客戶自助解決問題的能力。 跨部門合作：與產品、行銷、教練團隊合作，確保客戶需求能夠被準確反映在產品與服務上，提升整體體驗。 基本要求 客戶成功或客服管理經驗：至少 5 年客戶管理、客服或相關領域經驗，具備3年以上帶領團隊經驗。 數據驅動思維：能夠分析客戶數據（NPS、CSAT、留存率等），並根據洞察制定策略。 卓越的溝通與同理心：能夠深入理解客戶需求，並提供清晰、有效的解決方案。 技術適應能力：熟悉 Intercom、LINE、Notion、Typeform 等數位工具，並具備運用 AI 優化與提升工作流程的能力，能夠快速適應並優化客戶支援流程。 團隊領導與協作能力：能夠有效管理團隊、指導團隊成員成長，並與跨部門協作推動客戶成功目標。 成長型思維：願意不斷學習與優化流程，持續提升客戶體驗與團隊效能。 語言: 中英文聽說讀寫流利 為什麼選擇我們？ 建立正面影響力： 你將幫助女性透過健康與健身改變人生。 自律與信任： 我們提供遠端工作的自由，讓你自律管理銷售管道。 團隊合作文化： 加入一個重視你的貢獻，並帶你共同邁向成功的團隊。 成長發展機會： 加入成為快速成長企業的一員，擁有成長的發展空間。 遠端工作： 享受遠端工作的靈活性。 公司福利 👩💻 遠端工作 🏝 無限假期 🍹 團隊活動、外出、公司旅行 👥 以自由和責任為核心的強大團隊文化 為什麼選擇Nuli？ 我們是一家前瞻性的公司，招聘頂尖人才，並賦予他們自主權和指導，使其最大化影響力，實現職業目標。如果你正在尋找一個塑造行業未來的機會，對無數女性的生活產生持久正面的影響，並成為變革旅程的一部分，這裡就是你的理想之地。公司地址:
台北市北投區中央北路四段515巷28號7樓其他:
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