Customer Success Manager – Greater China Region

About the Role

This position is for a Customer Success Manager focused on the Greater China market, responsible for managing the entire post-sales journey. The role aims to ensure customers achieve maximum value from their Stripe investments, facilitating retention, renewal, and growth. It provides a unique opportunity to work closely with account teams, senior leaders, and product and technical experts to influence customer success and company expansion.

Key Responsibilities

• Lead customer engagement and retention efforts post-sale alongside Account Executives within Greater China.
• Identify opportunities for customer account growth and work collaboratively to drive successful business outcomes.
• Develop strong relationships with senior stakeholders across business, product, engineering, finance, and IT divisions.
• Promote customer-centric success stories and help establish effective success processes.
• Serve as a trusted advisor on payments and commerce, educating customers about products and industry benefits.
• Conduct quarterly business reviews to align on business goals, payment performance, product upgrades, service satisfaction, usage insights, and expansion prospects.
• Represent customer feedback internally to shape product development, engineering, support, marketing, and sales initiatives.
• Monitor overall account health including payment metrics, cost efficiency, product engagement, renewals, customer satisfaction, and referrals.

Candidate Requirements

• Minimum 7 years of experience in client-facing roles, especially customer success, managing relationships with complex, global organizations across Greater China.
• Fluent in English and Chinese, engaging with diverse teams including developers, commercial, and finance stakeholders.
• Strong business acumen, able to understand core drivers and strategies of user businesses.
• Proven ability to lead technical discussions and influence stakeholder decisions based on solution value.
• Analytical mindset with disciplined operational skills.
• Exceptional executive presence and presentation abilities, especially for in-person meetings involving multiple parties.
• Experience in consulting, pre-sales, technical account management, or similar roles.
• Demonstrated success meeting targets and goals, preferably in sales environments.
• Skilled in managing complex projects and programs.
• Proficient at resolving difficult customer situations effectively.
• Self-starter with initiative and ability to work independently.
• Collaborative team player working well across sales and service teams.
• Adept at navigating data and people to find solutions.
• Ability to work well with varied internal and external stakeholders.
• Adaptable and motivated to thrive in a dynamic, fast-paced, high-growth environment.

Preferred Qualifications

• Experience at a fast-growing technology company.
• Exposure to consumption-based business models is advantageous.