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Customer Success Manager

SimilarWeb

SimilarWeb

Administration
Singapore
Posted on Tuesday, January 23, 2024

Similarweb is the leading digital intelligence platform used by over 3000 global customers. Our wide range of solutions are used by companies like Google, eBay, and Adidas. We help our customers succeed in today’s digital world, by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more. In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

Reporting to the Team Manager, Customer Success, APAC, we’re looking for a Customer Success Manager, Greater China with a background in digital marketing to increase client engagement, adoption and growth, by providing expert-level strategic input for large Greater China accounts.

Why is this role so important at Similarweb?

The CSM's ability to create relationships with the clients, and help clients extract real business value, is essentially what keeps clients engaged with Similarweb for years.

  • The CSM is in the front line, bringing our SaaS platform to life for the client
  • The CSM is the one who helps position themselves and Similarweb in the face of the client, as an extension to their own company.
  • Making Similarweb an integral part of their business

So, what will you be doing all day?

Your role as part of the Customer Success Team means your daily responsibilities may include:

  • Be the primary point of contact for all users on your assigned accounts
  • Act as a trusted partner and advisor to customers, providing guidance and support throughout their journey with the Similarweb platform
  • Identify and mitigate account churn risks, implementing proactive measures to retain customers and enhance their experience
  • Manage and expand long-term customer relationships, and ensure account longevity and renewals
  • Support in uncovering and identifying upsell opportunities during the customer’s lifecycle
  • Develop strong subject matter expertise across all Similarweb products and offering
  • Ensure our Enterprise clients are engaged with the platform and understand the value it brings them towards achieving their business goals

Requirements:

  • Fluent in both Mandarin and English, written and spoken
  • Solid understanding of the digital marketing space and trends
  • 2 - 3+ years experience in a client facing role, preferably in a SaaS company
  • Strong relationship building skills –ability to quickly build rapport and establish trust (both internally and with clients)
  • Analytical mindset with the ability to quickly digest a problem and identify a solution
  • Experience producing high quality client-facing materials
  • Excellent problem solving and critical thinking skills
  • Team player who can collaborate effectively with colleagues and business partners

Why you’ll love being a Similarwebber:

You’ll get to sell a product you actually believe in: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

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