Senior Customer Success Manager acts as the second line of support for client engagement escalations. It assists client managers in strengthening relationships with clients and ensures client needs are met in ways that enhance customer satisfaction and drive company profitability. Responsibilities: This role focuses on client management tasks during account onboarding and beyond. It helps build and maintain strong client relationships and serves as the second point of contact for escalations. The role audits processes and supports client managers by providing high-level updates on service initiatives and SLA performance. It also helps plan actions based on client feedback. Responsibilities include resolving service issues, streamlining operations, delivering product training, and coordinating strategic communication. The role supports workload forecasting for client managers and co-hosts monthly or quarterly meetings to review performance results with clients. Qualifications: Bachelor's degree or higher in any field At least 4 years of experience in B2B client management Experience managing a regional team is a plus Strong relationship-building and resource management skills Skilled in data analysis, reporting, and presentation Solid understanding of business operations and services Excellent planning and organizational abilities Outstanding communication, negotiation, and influencing skills Able to build strong connections across all levels of the organization Strong problem-solving skills with the ability to work independently Comfortable interacting with senior management Proficient in Microsoft Office Cantonese fluency Work Setup: Day shift Remote work arrangement Show more Show less