Customer Success Manager Asia (Mandarin Speaker - 12-Month FTC)

The role

You will act as a value owner and trusted advisor for a portfolio of customers. You will drive product adoption, maintain customer health, and reduce churn to ensure customers realize ongoing value.

What you will do

• Lead post-sale onboarding and setup.
• Drive measurable Business Adoption across customer portfolio.
• Achieve high Gross Renewal Rate by maintaining customer health and addressing risks.
• Drive customer satisfaction and advocacy to achieve strong Net Promoter Score results.
• Act as the first line for customer issues related to onboarding, usage, or product value.
• Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Collaborate with Product to share structured customer feedback and insights.
• Maintain accurate health metrics, notes, and success plans in CRM.

Required qualifications

• Prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
• Native-Level Mandarin.
• Strong professional English language skills.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
• Technically confident and able to guide customers through setup, usage, and best practices.
• Strong communication and relationship-building skills across multiple stakeholder levels.
• Comfortable working with data and insights to identify trends, risks, and opportunities.
• Highly organized with excellent follow-through and attention to detail.
• Collaborative team player.

Nice to have

• A good understanding of the digital advertising/search marketing industry

Benefits

• Flexible working options
• Quarterly commission and annual company bonus
• 25 days holiday plus public holidays
• Two paid volunteering days a year
• Learning and development opportunities through Trustpilot Academy and Blinkist
• Superannuation, salary continuance and life insurance
• Full access to Headspace
• 24/7 Employee Assistance Plan
• Paid parental leave
• Cycle to work scheme
• Office with fully stocked fridge, snacks and refreshments
• Regular socials, lunches and offsite strategy sessions

About the company

Trustpilot is a profitable, high-growth FTSE-250 company that runs the world's largest open customer review platform. The company is headquartered in Copenhagen and has operations globally.