Customer Success Manager, Hong Kong

Hong Kong
Blackpanda /
Full-time /
Our story:
Blackpanda Group is Asia's leading local cyber incident response firm, dedicated to delivering world-class digital emergency response services to businesses in the region.

We help businesses strengthen their cyber resilience and secure their digital operations by supporting them with incident response delivered by local experts and cyber insurance underwritten by our Lloyd’s of London coverholder Pandamatics Underwriting.

Our mission is to make cyber resilience achievable for all, with services and solutions designed for the Asian market.

Our Mission: 
To democratise cyber resilience.

Our Vision: 
A world where organisations of all sizes have access to best-in-class cyber incident response and insurance solutions, so they can conduct business securely and sustainably.

What we are looking for: 
As a Customer Success Manager at Blackpanda, you'll play a critical role in ensuring our customers achieve their goals while using our product or service. You'll be responsible for building and maintaining strong relationships with our clients, understanding their needs, and providing tailored solutions to ensure their success and satisfaction.

Responsibilities and Duties

    • Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth transition and clear understanding of the product's features and functionalities.
    • Account Management: Develop and maintain long-term relationships with customers, regularly checking in and being the primary point of contact for any queries or concerns.
    • Customer Advocacy: Advocate for customer needs internally, ensuring their feedback is heard and acted upon by the product development team.
    • Success Planning: Work with customers to establish clear goals and success plans, and regularly review these plans to ensure ongoing satisfaction and achievement of key objectives.
    • Issue Resolution: Promptly address customer issues, liaising with technical support or other departments as necessary to resolve problems efficiently.
    • Renewal and Upselling: Identify opportunities for account growth through renewals, upselling, or cross-selling, always ensuring that the customer's needs are at the forefront.
    • Feedback Collection: Collect and analyze customer feedback to identify trends, opportunities for improvement, and potential new features or services.
    • Reporting and Analytics: Monitor customer health metrics and provide regular reports to leadership on account status and customer satisfaction levels.

Qualifications and Experience

    • Bachelor's degree in Business Administration, Marketing, or a related field.
    • Minimum of 5 years of experience in customer success, account management, or a related role, preferably in a SaaS or technology company.
    • Strong interpersonal skills with a proven ability to build and maintain relationships.
    • Excellent communication skills, both written and verbal.
    • Ability to analyze data and derive insights to inform decisions.
    • Familiarity with customer success software and CRM tools.
    • Problem-solving mindset with a proactive approach to addressing customer needs.
    • Ability to work independently and as part of a team in a fast-paced environment.

What We Offer

    • 40 days paid leave per year inclusive of public holidays, which may be taken at the discretion of the employee subject to compliance with our Leave Policy and the approval of their manager. 
    • Limited Work From Anywhere policy allotment, allowing for work from alternate locations contingent upon coverage provided by teammates and approved by manager for 5 days per quarter.
    • Monday through Thursday are required to be in-office; no scheduled internal meetings on Fridays, unless absolutely necessary.
    • Enrolment in the company’s comprehensive corporate health plan that includes a large direct billing network for medical and dental coverage.
    • Opportunities for inter-office travel, including a required annual week-long Tribe Onsite meet-up.
    • $5000 USD/year for professional training budget contingent on approval from manager with 12-month retention requirement
HK$532,000 - HK$532,000 a year
Cash: The Base Salary is HKD $372,400 per annum, and OTE is HKD $532,000 per annum. Sales commissions are uncapped.

Equity: ESOP baseline award proportional to the annual compensation for a total of 10,500 options with a strike price set at current Fair Market Value, with a 5-year vesting period inclusive of a 1-year cliff.
Blackpanda is committed to building a culturally diverse company, and we value a broad set of opinions in our team. As we grow, we are looking to build a team with a range of viewpoints at its core, and we encourage applications from minority candidates and all genders however you identify (X/F/M).

Blackpanda does not accept unsolicited resumes from recruitment agencies. We will not be responsible for any fees related to unsolicited candidates submitted by recruiters with whom we have not established explicit, written agreements for our job vacancies. By submitting any candidate information, recruiters agree to forfeit any claim to fees should their candidate be hired without an established agreement with Blackpanda.