Customer Success Manager, China

Agridence; Singapore; On-site; SGD 72,000 - 120,000; Full time

Job summary

Agridence Pte Ltd. is seeking a Mandarin-speaking Customer Success Manager to own the full journey for Greater China accounts from first demo through renewal. You will lead onboarding, provide regulatory context on EU requirements, and ensure alignment between customers and our Product/Tech teams.

This role combines strategic account management with hands-on support. You will collaborate with Sales to identify upsell opportunities, maintain health scores, and travel occasionally to mainland

Qualifications

• 3+ years in a customer-facing role such as CS, AM, Pre-Sales in B2B SaaS.
• Experience managing China-based accounts and Chinese market nuances.
• Strong Mandarin and English, with ability to train others.

Responsibilities

• Own full customer journey for Greater China accounts from pre-sales to renewal.
• Run Mandarin demos, engage via WeChat, email, phone and video with CRM logs.
• Lead onboarding, create CS plans, and coordinate with Product/Tech.
• Monitor health scores, manage renewals, upsell opportunities with Sales.
• Build China CS playbook, translate guides, and provide regulatory context.
• Collaborate with Sales, Product, and Tech to meet customer needs.

Skills

Mandarin fluency

English fluency

Customer Success

SaaS / Tech

Demos & training

Relationship building

Account Management

Cross-functional collaboration

Tools

HubSpot

Jira

WeChat / WeCom

Pendo

Mixpanel

Microsoft Teams

Zoom / Tencent Meeting

Excel

Google Sheets

Job description

Agridence is a Singapore-based agri-tech company building digital infrastructure for global commodity supply chains, including natural rubber, cocoa and palm. Our platform connects buyers, sellers and suppliers across the commodity lifecycle, enabling smarter trading, supply chain traceability and regulatory compliance (including EUDR and PPWR). We are ISO/IEC 27001 certified and trusted by some of the world's leading commodity traders and manufacturers.

A growing number of China-based companies, many of them manufacturers and processors selling into the EU, are now signing up to Agridence to meet their compliance and traceability obligations. We are hiring a Customer Success Manager to support these customers from first demo through to renewal, and to be the trusted, Mandarin-speaking face of Agridence in the Chinese market.

The Role

You will own the full customer journey for our Greater China accounts, from pre-sales demos and prospect questions through onboarding, adoption, support, relationship management, renewals and growth. Our Chinese customers need a partner who speaks their language, understands how decisions get made in their organisations, and can translate EU regulatory requirements and our platform into practical next steps for their teams.

You will be the bridge in both directions. Externally, you are the go-to contact for prospects and customers, running demos and sessions in Mandarin, communicating on the channels they use, and building relationships from operational users up to senior management. Internally, you are the voice of the Chinese customer across Sales, Product and Tech, making sure their needs, feedback and context are understood by a team that mostly works in English.

Like every CS role at Agridence, this is both strategic and hands‑on.

What You Will Do

Chinese Customer Touch Base & Relationship Model

• Primary in-market contact: be the named Mandarin‑speaking point of contact for every China‑based account, from first kickoff call through renewal.
• Customer‑preferred channels: engage customers where they work, including WeChat (Weixin/WeCom), email, phone and video, while keeping a clean record of every interaction in HubSpot.
• Structured touch‑base cadence: run a regular rhythm of check‑ins tailored to each account's tier and health, including monthly operational check‑ins, quarterly business reviews with senior stakeholders, and signal‑based outreach when usage or engagement drops.
• Relationship mapping: map the full stakeholder landscape at each account (decision makers, compliance and sustainability leads, procurement, operations and IT) and build trust at every level, with appropriate respect for hierarchy and formal decision‑making processes.
• In‑person presence: occasional travel to mainland China for key customer meetings or industry events, when needed.
• Industry engagement: support Agridence's presence with Chinese industry bodies, partners and events, including Mandarin webinars and workshops on EUDR and traceability.
• Partner with Sales on Chinese prospects, joining discovery calls and running platform demos in Mandarin
• Answer prospect questions on the platform, onboarding, data requirements and EU regulations (EUDR, PPWR), and bring in Product or Tech for detailed queries
• Help prepare Mandarin proposals, demo environments, presentations and follow‑up materials
• Make sure what is discussed before signing matches what we can deliver, so the handover into onboarding is smooth and expectations are clear

Customer Onboarding

• Own the full onboarding journey from Sales handover to go‑live, coordinating internally across Product, Tech and Sales
• Build a Customer Success Plan for each account, aligned to the customer's compliance deadlines, EU buyer requirements and agreed use cases
• Run kickoff calls and deliver platform training in Mandarin, and manage backend configuration with the Tech team
• Help customers understand what their EU buyers need from them (due diligence data, geolocation, supplier documentation) and how to deliver it through the platform
• Track Time to Value and get customers to their first meaningful milestone as quickly as possible
• Spot and manage onboarding risks early, such as unresponsive stakeholders, data gaps at supplier level, or delayed setup, and elevate where needed
• Translate and localise onboarding guides, training materials, FAQs and customer communications into Simplified Chinese, working with Product and Marketing to keep them accurate and on‑brand
• Explain EU regulatory concepts (EUDR, PPWR) in clear, practical Mandarin, and flag areas where customers need formal legal or regulatory advice
• Give Product structured feedback on localisation needs, such as language support, data formats, local systems and workflows
• Build a Mandarin knowledge base of common questions and answers so the wider team can support Chinese customers consistently

Day‑to‑Day Support & Issue Management

• Serve as the first point of contact for customer queries in Mandarin or English, received via WeChat, email or call
• Triage incoming issues, log tickets on Jira in English with full context, and coordinate resolution with Product and Engineering
• Validate fixes in production before confirming resolution with customers. No false closures.
• Manage support SLAs: 24‑hour response for issues handled within CS, 48‑hour update for Jira‑escalated tickets
• Account for time zone differences and public holidays (including Chinese New Year and Golden Week) when planning deadlines and communications
• Spot recurring issues and surface them to Product as structured feedback

Account Management, Health & Growth

• Own a portfolio of China‑based accounts and keep an accurate view of each customer's goals, success criteria and commercial context
• Maintain monthly health scores across five dimensions: Adoption & Usage, Value Realisation, Relationship Strength, Support Experience and Commercial Outlook
• Classify accounts as Green / Amber / Red and act on it, including formal recovery plans for Red accounts
• Monitor usage signals through Pendo and run risk playbooks when you see warning signs
• Spot upsell and cross‑sell opportunities and pass them to Sales with context, and support renewal and expansion conversations
• Flag renewal risks to Sales at least 90 to 120 days before contract end. No surprise churn.
• Log all interactions, risks and next steps in HubSpot. If it's not logged, it didn't happen.

Building the China CS Playbook

• Help shape how Agridence serves the Chinese market as it grows, including engagement cadence, communication channels, escalation paths and local partner support
• Share market insight with Sales and Leadership: what Chinese customers value, where they struggle, and what would help us win and retain more of them
• Act as the internal go‑to person for cultural and business context on Chinese customers, helping colleagues communicate effectively with them

What We're Looking For

Language

• Mandarin: native or near‑native fluency, spoken and written (Simplified Chinese), including the ability to present, train and handle difficult conversations with senior stakeholders.
• English: professional fluency, spoken and written, for working with our internal team, EU‑based customers and documentation.
• Able to move between the two languages accurately, including technical, regulatory and commercial terms.

Experience

• 3+ years in a customer‑facing role such as Customer Success, Account Management, Pre‑Sales or a hybrid, in a B2B setting
• Experience managing relationships with mainland China‑based clients, ideally manufacturers, processors or exporters
• Strong first‑hand understanding of Chinese business culture and practices, including relationship building, hierarchy, communication norms and how decisions are made in Chinese companies (state‑owned, private and family‑run)
• Experience in a SaaS, tech or platform company preferred. Agri‑tech, commodities, rubber or tyre manufacturing, supply chain, sustainability or EU regulatory compliance is a strong bonus.
• Experience running product demos, training sessions and business reviews with both operational users and senior management

Skills & Mindset

• Cultural bridge: you can read the room in a Chinese business meeting and explain that context clearly to an English‑speaking team, and the other way round.
• Relationship builder: you invest in long‑term trust and know that strong relationships are built over time, often face to face.
• Ownership mentality: your accounts are yours. You don't wait to be told something is going wrong.
• Proactive by default: you anticipate issues, follow up without being chased, and stay a step ahead.
• Calm under pressure: you handle frustrated customers, tight compliance deadlines and unresolved bugs with steady, professional energy.
• Structured and organised: you document decisions, follow up consistently and keep your CRM clean.
• Data‑literate: you use dashboards and health scores to make decisions.
• Curious about product and regulation: you take time to understand the platform and the regulations behind it so you can advise customers well.

Tools

• HubSpot (or any CRM), disciplined about logging everything
• Jira or similar, comfortable creating and managing support tickets
• WeChat / email for customer communication
• Pendo, Mixpanel or similar product analytics tools, a strong plus
• Microsoft Teams / Zoom / Tencent Meeting
• Excel / Google Sheets for ad hoc analysis and reporting

AI Literacy

• Comfortable using AI tools (we use Claude) in your daily work, such as drafting communications, summarising meetings, preparing materials and researching solutions
• Able to use AI to speed up translation and localisation work, while always reviewing output for accuracy, tone and cultural fit before it reaches a customer
• Aware of where AI helps and where human judgement matters, especially in sensitive customer conversations and escalations

What Makes Someone Thrive Here

• You enjoy the variety. Some days you're running a demo for a new prospect in Mandarin; other days you're fixing a user access issue.
• You're comfortable with ambiguity. The China playbook is still being written, and you'll help write it.
• You care about outcomes, not optics. You'd rather quietly fix a problem before the customer notices.
• You're a team player. CS at Agridence works closely with Sales, Product and Tech, and you know when to loop others in and when to own it.

Why Agridence

• Work on a product with real‑world impact: traceability and sustainability in global commodity supply chains
• Play a founding role in building Agridence's customer presence in China
• A CS function built on a clear playbook with structured processes, health scoring and escalation frameworks
• High ownership from day one: your accounts, your relationships, your outcomes
• A lean, collaborative team where your input shapes how the product and the CS function evolve

Working Location :

Singapore (Agridence headquarters). Candidates must be eligible to work in Singapore.

Occasional travel to mainland China and within Southeast Asia may be required.