Mandarin CSM Asia - 12-Month FTC

About usTrust CentreInvestorsLegalPressPublic affairsCareersBrand hubGet in touch; Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Flexible working options

Quarterly commission and annual bonus

Volunteer days

Learning & development opportunities

Superannuation & life insurance

Parental leave

Cycle to work

Office on Collins Street

Job summary

Trustpilot is seeking a Customer Success Manager Asia (Mandarin Speaker) in Melbourne to own a portfolio, onboard customers, drive adoption, reduce churn and deliver measurable value.

You will manage onboarding, adoption, NPS, renewals, and collaborate with Product and Marketing while maintaining health metrics in CRM. Mandarin native and strong English required for success in a SaaS environment.

Qualifications

• Proven experience in customer success, account management, or customer support in SaaS/tech.
• Native-level Mandarin and strong professional English required.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention.

Responsibilities

• Lead onboarding and activation for post-sale customers to establish adoption.
• Drive measurable business adoption and value realization across your portfolio.
• Maintain customer health and reduce churn to support high renewal rates (GRR).
• Own customer health and proactive risk identification with recovery actions.
• Collaborate with Marketing to identify case studies, testimonials, and references.
• Share structured customer feedback with Product for roadmap improvements.
• Maintain accurate health metrics, notes and success plans in CRM.

Skills

Mandarin fluency

English fluency

Customer success

Account management

SaaS experience

Data-driven insights

Tools

CRM

Job description

Trustpilot is seeking a Customer Success Manager Asia (Mandarin Speaker) in Melbourne to own a portfolio, onboard customers, drive adoption, reduce churn and deliver measurable value.

You will manage onboarding, adoption, NPS, renewals, and collaborate with Product and Marketing while maintaining health metrics in CRM. Mandarin native and strong English required for success in a SaaS environment.