Full-Time Customer Success Manager

Customer Success Managers (CSMs) will play an integral role in delivering services to customers on purchased programs. Working with customers to define and execute project plans from start to finish, this role involves a broad spectrum of responsibilities guaranteeing program success and delivering exceptional service.

Key Responsibilities include:

1. Developing and nurturing lasting relationships with customers as a trusted advisor throughout the customer lifecycle.
2. Defining compliance programs from start to finish, working with Program Support teams.
3. Managing client relationships and lifetime value of assigned accounts, increasing subscription value.
4. Managing an assigned book of business, overseeing Customer Health and associated performance metrics.
5. Leading strategic planning sessions, including Executive Business Reviews, aligning solutions to customer challenges.
6. Conducting program reviews to understand needs, status, gaps, and next steps.
7. Analyzing program results and supply chain responsiveness to identify improvement strategies.
8. Identifying client goals and success metrics, ensuring quality product configuration.
9. Supporting the Sales team in renewal management and meeting targets.
10. Taking on special projects to enhance customer success management.
11. Serving as a peer partner to new team members.
12. Coordinating user permissions.
13. Collaborating with internal groups to ensure client success and strong customer references.
14. Possessing intermediate regulatory knowledge for client consultation.
15. Working with Product Management to improve product offerings.
16. Maintaining up-to-date communications with clients in the CRM.
17. Adhering to corporate security policies.

Qualifications:

• Excellent oral and written communication skills in Korean and English.
• University/College degree or related experience.
• Minimum 3 years of experience in customer success, project management, or consulting.
• Knowledge of consultative customer management and/or project management.
• Experience in a technology/SaaS or Professional Services environment is an asset.
• Strong interpersonal, time management, and organizational skills.
• Proficiency with Microsoft Excel (pivot tables and lookup functions).
• Knowledge of changing regulations.
• Emotional intelligence, problem-solving skills, and a proactive communication style.
• Strong team player, open to feedback, and motivated to self-improve.
• Proficiency in MS Office Suite and Google Applications.

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