Customer Success Manager

Salary: Competitive and based on experience / Location: Taipei * Be at the forefront of redefining customer success within a fast-growing SaaS startup that offers you the chance to make a tangible impact from day one. * Enjoy a highly collaborative workplace where your ideas are valued, professional growth is supported, and your contributions help shape both the product and the customer experience.

Keywords: customer journey, onboarding, training, e-commerce, SaaS platform, collaborative team, product feedback, strategic planning, knowledge sharing, client engagement

What you'll do:

As a Customer Success Manager based in Taipei, you will immerse yourself in every stage of the client lifecycle—from initial onboarding through ongoing support—ensuring that each customer receives maximum value from the SaaS platform. Your daily activities will involve conducting detailed training sessions, coordinating with internal teams for seamless implementation, analysing client feedback to inform future product enhancements, and developing strategic plans tailored to individual business goals. You will also play an instrumental role in identifying opportunities for upselling or cross-selling within existing accounts while documenting success stories that inspire both colleagues and clients alike. By preparing insightful presentations for executive stakeholders, you will help drive engagement strategies that optimise platform adoption. Your ability to nurture relationships, share knowledge generously, and collaborate across departments will be key factors in your success in this rewarding position.

• Oversee every aspect of the customer journey, including onboarding, training, requirement gathering, delivery assurance, and ensuring seamless realisation of product value for each client.
• Lead comprehensive onboarding sessions and training programmes for new customers to ensure they fully understand and maximise adoption of the SaaS platform.
• Coordinate internal resources efficiently to guarantee timely product delivery, smooth implementation processes, and successful deployment for all clients.
• Proactively identify potential gaps or challenges within the product delivery process and work collaboratively with cross-functional teams to address them swiftly.
• Analyse client needs by leveraging data-driven insights to provide valuable recommendations for enhancing product offerings and user experience.
• Utilise customer data and feedback to spot trends, propose actionable recommendations for new features or improvements, and advocate for customer-centric enhancements.
• Work closely with business development teams and senior executives to develop strategic plans that align with each customer's unique business objectives.
• Identify upselling and cross-selling opportunities within existing accounts by collaborating with business development and product teams to drive additional value for clients.
• Document compelling customer success stories as well as industry best practices to promote knowledge sharing across the organisation.
• Prepare strategic presentations for executive reviews that offer actionable insights aimed at driving deeper customer engagement and optimising platform usage.

What you bring:

To excel as a Customer Success Manager in this innovative SaaS environment, you will bring extensive experience managing client relationships within B2B software settings—particularly those focused on technical solutions or data-driven platforms. Your background should include exposure to e-commerce operations or similar sectors where digital transformation is paramount. You will possess excellent communication skills that allow you to translate complex information into accessible guidance for users at all levels. Your proven ability to analyse data effectively enables you to identify trends that inform both immediate actions and long-term strategy. Building trust-based partnerships comes naturally to you; you are known for your reliability when working alongside senior leaders as well as cross-functional teams. Adaptability is essential here: you thrive amid shifting priorities characteristic of high-growth startups. Additionally, your proactive nature ensures that resources such as FAQs or instructional materials are always available to support both customers and colleagues.

• Minimum five years’ experience in Customer Success Management within B2B SaaS environments, ideally involving technical or data-driven products.
• Background working in e-commerce or related industries with a strong understanding of digital transformation projects.
• Demonstrated analytical mindset with proven experience handling complex data sets or supporting analytical initiatives.
• Exceptional verbal and written communication skills enabling you to present intricate technical concepts clearly to diverse audiences.
• Track record of influencing stakeholders at multiple organisational levels while building dependable long-term relationships.
• Experience engaging directly with senior executives or decision-makers, showcasing sound business acumen and strategic thinking abilities.
• Adaptable approach with openness to change; comfortable navigating evolving priorities typical of early-stage startups.
• Proactive attitude towards developing FAQs, manuals, or video guides that streamline responses and improve efficiency across teams.

What sets this company apart:

This organisation stands out as an ambitious force within the SaaS sector—dedicated not only to revolutionising e-commerce but also fostering an inclusive culture where every voice matters. Employees benefit from flexible working arrangements designed around their needs as well as access to continuous learning opportunities that encourage both personal growth and professional advancement. The company’s commitment to collaboration means you’ll always have support from knowledgeable peers who value open communication and shared success. Here, your contributions are recognised; your input helps shape not just products but also processes that define industry standards. By joining this team, you become part of a network committed to nurturing talent while delivering outstanding results for clients worldwide—a place where innovation flourishes alongside genuine care for people’s wellbeing.

What's next:

If you are ready to take on an exciting challenge where your expertise can truly make a difference in shaping customer experiences within a thriving SaaS startup, we encourage you to apply now!

Apply today by clicking on the link provided—your next rewarding career move awaits!