Customer Success Manager

As a Customer Success Manager, you will be the strategic backbone for our clients navigating the Google Marketing Platform (GMP) ecosystem. You aren't just a point of contact; you are a product expert, a project manager, and a growth partner. Your mission is to drive seamless onboarding, ensure deep product adoption, and translate complex technical capabilities into tangible business value for our clients.

You will be entitled to a competitive salary and attractive staff benefits including:

• 14 days or above annual leave, birthday leave, paid sick leave, compensation leave, marriage leave, maternity leave, paternity leave and compassionate leave
• Five-day work week with flexible working hours and a hybrid workplace
• Comprehensive medical and dental coverage
• Professional training and career advancement opportunities
• Friendly working environment and work-life balance culture

What do you need to do?

1. Strategic Account & Relationship Management

• Primary Advocacy: Serve as the first point of contact for all client engagements, fostering long-term relationships built on trust and technical reliability.
• Accountability and Retention: Proactively engage with clients to monitor platform usage, billable activities, and support trends. Implement strategies to improve platform adoption rates and ensure long-term client maturity.
• Commercial Growth: Identify opportunities to cross-sell or up-sell additional services and products. Partner with the Business Development team to transition these leads into successful engagements.
• Feedback Integration: Collect and communicate client feedback to management to facilitate continuous improvement of service delivery and brand positioning.

2. Product Enablement & Knowledge Leadership

• Strategic Onboarding: Lead the strategic onboarding of the Google Marketing Platform, facilitating a seamless transition that empowers clients to achieve their digital maturity goals and leverage the full breadth of the platform’s features.
• Education & Training: Design and execute bespoke training programs for new and existing clients to ensure they are fully enabled on GMP.
• Subject Matter Expertise: Maintain certifications across the GMP. You will stay ahead of the curve on product roadmaps and industry trends.
• Technical Translation: Distill complex technical data and GMP updates into digestible, actionable insights for non-technical stakeholders.

3. Consulting & Project Orchestration

• Pre-Sales Collaboration: Partner with the Business and Solutions teams to validate proposals, define Scopes of Work (SOWs), and ensure pricing aligns with client requirements.
• Project Governance: Manage the execution of all signed projects, maintaining rigorous documentation and communication standards to ensure the highest quality of service delivery from inception to completion.

What do you need to have?

Technical Proficiency and Experience

• Experience: Minimum of 3-5 years in Customer Success, Account Management, or Technical Consulting within the AdTech/MarTech industry. Professional experience within a media agency environment is also highly considered.
• Mandatory Platform Expertise: Operational experience in Campaign Manager 360 (CM360) and Display & Video 360 (DV360) is required.
• Preferred Technical Knowledge: Prior experience with Search Ads 360 (SA360) and Google Analytics (GA) is a distinct advantage.
• Analytical Capability: Strong ability to analyze complex platform data and translate findings into strategic business recommendations.

Communication and Language Leadership

• Multilingual Proficiency: Excellent verbal and written communication skills in English, Cantonese, and Mandarin are required to support regional stakeholders and clients.
• Strategic Storytelling: Proven proficiency in delivering high-impact presentations to C-suite executives and senior stakeholders. Must demonstrate the ability to craft compelling strategic business narratives that translate technical platform value into commercial impact.
• Documentation: Experience in technical writing or the creation of structured support documentation is preferred.

Professional Attributes and Logistics

• Strategic Mindset: A self-motivated professional capable of working independently in a fast-paced, multinational environment.
• Resilience and Adaptability: Ability to manage multiple priorities and navigate a distributed team structure with a proactive, solution-oriented approach.
• Travel Requirement: Occasional travel to China is expected to support regional business requirements and client engagements.
• Education: Bachelor’s degree in Marketing, Business, Information Technology, or a related field.