Serve as the primary point of contact for clients, building and maintaining strong, long-term relationships through consistent and meaningful engagement.
Drive product adoption by coaching users to become proficient in the platform, including the terminal, Excel add-in, API, and data integrations.
Partner closely with commercial teams to identify and support upsell and cross-sell opportunities aligned with client needs.
Proactively understand client objectives and ensure alignment with the company’s solutions and value proposition.
Contribute to the continuous improvement of Customer Success processes, including knowledge base content, internal tools, and support resources.
Maintain accurate and up-to-date records of client interactions, accounts, and projects within Salesforce.
Engage with clients on a daily basis via email, phone, video conferencing, and in-person meetings, providing support across product usage, new features, and issue resolution.
Collaborate cross-functionally with Sales, Product, and Engineering teams to deliver optimal client outcomes and maximise value realisation.

0–2 years of experience in Customer Success, preferably within FinTech, Energy, Shipping, or a data provider environment. Fresh graduates are welcome to apply.
Native-level proficiency in Chinese and fluency in English.
Strong interpersonal skills with an outgoing, personable, and client-focused approach.
Demonstrated empathy and the ability to actively listen and understand customer needs through effective relationship-building.
A genuine commitment to client success, with a strong sense of ownership and accountability for projects.
Ability to clearly articulate technical concepts to both technical and non-technical audiences.

Customer Success Associate – 12 months FTC

Key skills