Responsibilities
Lark Customer Success Team: The Customer Success team in Lark APAC is responsible for driving success for our customers by maximizing their productivity and bringing them closer to their desired success goal. Job Responsibilities: - On-board and guide customers to enable a seamless implementation experience - Identify and understand customer business goals and KPI's to help launch a successful partnership with the business - Be the subject matter expert on the OKR product - Develop reporting and insights for customers to help demonstrate the value of Lark - Build great customer experiences with the Lark product, reducing customer churn, retaining, renewing as well as identifying up-sell and cross-sell opportunities - Drive the desired business outcome by collaborating with different stakeholders - Sustain relationships with identified accounts by becoming a trusted advisor to decision makers and executive buyers - Increase usage by cultivating deep and broad usage of the Lark product, including, but not limited to, introducing new features and best practices to customers - Conduct quarterly business reviews and other recurring points of engagement with customers - Be a customer's advocate and gather customer's feedback on the Lark product, and share it with internal team to drive product enhancement - Develop and continuously refine Lark OKR service model, with the view of monetizing OKR services (consultations, training, etc.)
Qualifications
Minimum Qualifications: - Bachelor's degree in Business Administration or related field, or equivalent practical experience in B2B SaaS Customer Success - 3+ years of experience in B2B Customer Success within SaaS/IT industry, including managing accounts with annual ARR USD 1M or supporting 20 enterprise clients - Demonstrated ability to adopt new SaaS/IT technologies (e.g., product feature updates, CRM tools) to improve client outcomes - Proven experience working in start-up or fast-paced SaaS/IT environments, including leading 5+ client success initiatives from conception to launch - Demonstrated problem-solving skills in resolving critical client issues (e.g., product downtime, contract disputes) that retained 90% of at-risk enterprise clients - Experience drafting client success reports, renewal proposals, or presenting performance metrics (e.g., churn rate, NPS) to C-suite clients (e.g., VP of Operations, CTO) in SaaS/IT industry
