Customer Success Manager, Lark APAC

About Lark

Lark is the next-generation collaborative tools that boost organizations efficiency, creativity, and engagement by integrating Messenger, Docs, Calendar, Video calls, Emails, and more into one easy-to-use app.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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 active 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