Manager of Customer Success

AlphaPai; Hong Kong; On-site; HKD 420,000 - 600,000; Full time

Job summary

AlphaPai is seeking a Client Success professional to manage onboarding and engagement for overseas clients across Asia-Pacific, delivering English-language product training and resolving inquiries across time zones to boost adoption and activity.

You will conduct regular touchpoints by phone, email, video calls, and occasional on-site visits; collect feedback and work with the product team to improve functionality and user experience. The role emphasizes renewals and upselling to grow revenue.

Qualifications

• Bachelor’s degree or above in Finance, Marketing, Business Administration, or a related field.
• 1–5 years in B2B Customer Success/Account Management or related role, ideally in overseas/Asia-Pacific markets.
• Experience in fund management, securities, SaaS, internet, or FinTech preferred.
• Fluent business English required; Cantonese/Japanese/Korean/Bahasa Malaysia a strong plus.

Responsibilities

• Client Onboarding & Engagement: manage relationships with overseas clients across multiple markets and time zones; provide English-language product training and timely inquiries resolution.
• Client Communication: maintain regular touchpoints via phone, email, video, and on-site visits; collect feedback and collaborate with product team on improvements.
• Usage Monitoring & Satisfaction: track product usage and satisfaction levels; boost account activity to meet targets.
• Renewals & Upselling: drive renewals and identify upsell opportunities in partnership with Overseas Markets Account Managers to grow revenue.

Skills

Communication

Empathy

Problem solving

Cross-functional collaboration

Time-zone coordination

Willingness to travel

Education

Bachelor's degree or above in Finance, Marketing, Business Administration, or related field

Tools

Excel

CRM systems (Salesforce, HubSpot)

Job description

• Client Onboarding & Engagement: Manage and nurture relationships with signed overseas clients across Singapore, Japan, Malaysia, South Korea and other markets — through proactive service, English-language product training sessions, and timely resolution of enquiries across time zones to ensure high product adoption and user activity.
• Client Communication: Conduct regular touchpoints via phone, email, video calls and on-site client visits across time zones; collect and track client feedback, and collaborate with the product team to drive improvements in functionality and user experience.
• Usage Monitoring & Satisfaction: Monitor client product usage patterns, ensure high satisfaction levels, and proactively boost account activity rates in line with company targets.
• Renewals & Upselling: Drive renewal rates for the overseas book of business to meet company objectives; identify and guide upsell and cross-sell opportunities in close partnership with the Overseas Markets Account Managers who own the accounts, to generate incremental revenue.

Requirements

• Bachelor's degree or above in Finance, Marketing, Business Administration, or a related field.
• 1–5 years of experience in B2B Customer Success, Account Management, or a related client-facing role, ideally serving institutional clients in overseas or Asia‑Pacific markets.
• Prior experience in fund management, securities, SaaS, internet, or FinTech industries is highly preferred.
• Excellent communication skills and empathy — able to quickly understand client needs and deliver professional solutions. Fluent business English (written and spoken) is required; Cantonese, Japanese, Korean or Bahasa Malaysia is a strong plus.
• Strong data analysis skills; proficient in Excel and CRM systems (e.g. Salesforce, HubSpot).
• Results‑driven with outstanding problem‑solving skills and resilience under pressure; comfortable working across time zones and travelling periodically for on-site client visits.
• Proven ability to collaborate cross‑functionally and coordinate resources to resolve client issues efficiently.
• Familiarity with Customer Success methodologies and a systematic understanding of client lifecycle management.