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Director of Customer Success

2 months ago

Shenzhen, Guangdong, China Carbon6 Full time
About Carbon6

Carbon6 is a leading provider of software solutions for ecommerce sellers, aiming to simplify their path to success and remove barriers to selling online. Our innovative suite of tools and resources helps entrepreneurs succeed at every stage of their journey, from onboarding to strategic upselling and cross-selling.

The Opportunity

We are seeking a highly experienced Director of Customer Success to lead our customer success team in China. As a key member of our leadership team, you will be responsible for driving customer satisfaction, revenue growth, and account expansion. You will work closely with cross-functional teams to deliver exceptional value and contribute to the overall growth of our company.

Your Key Responsibilities
  • Leadership: Build, lead, and mentor a high-performing Customer Success team, fostering a culture of innovation and relentless pursuit of excellence.
  • Revenue Growth: Contribute to the overall revenue targets by ensuring clients are fully engaged, satisfied, and eager to expand their partnership with Carbon6.
  • Account Expansion: Identify and capitalize on opportunities for upselling and cross-selling, leveraging your deep industry knowledge and understanding of client needs.
  • Customer Retention: Develop and execute innovative strategies that cultivate long-term customer loyalty, reducing churn and ensuring clients consistently experience the value of our solutions.
  • Customer Advocacy: Be the voice of our customers internally, driving product improvements based on their feedback and requirements.
  • Performance Metrics: Establish, monitor, and analyze key performance indicators (KPIs) to measure the success of our customer success initiatives.
  • Onboarding Programs: Lead the design and implementation of world-class onboarding programs, building customer experiences that surprise and delight at every turn.
  • Cross-Functional Collaboration: Build and nurture strong relationships with key stakeholders across China and North America, positioning yourself as a trusted advisor.
Your Qualifications
  • Proven Experience: At least 10+ years of leadership experience in leading a high-performing customer success team, ideally within a fast-paced ecommerce and SaaS environment.
  • Language Proficiency: Fluent in both Mandarin and English, with the ability to bridge cultural and linguistic gaps.
  • Leadership: Experience building, managing, and nurturing a high-performing team, fostering a spirit of collaboration and shared success.
  • Customer-Centric: Fundamentally guided by the principle of putting customers first, shaping every decision with the goal to enhance their experience.
  • Data Analysis: Exceptional analytical skills to dive deep into customer data, transforming complex insights into actionable strategies.
  • Problem Solving: Strategic mindset with a keen ability to identify challenges quickly, developing and implementing innovative solutions.
  • Strategic Thinking: Aligning customer success initiatives with broader business goals, ensuring that strategies not only support but actively drive sustainable growth.
  • Adaptability: Thriving in unstructured environments and able to quickly adapt to changes, introducing structure where needed.