Customer Success Manager, Pro (China)

K1 Industries; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

K1 Industries is seeking a Customer Success Manager to own a book of business across Pro package clients. You will onboard new subscribers, drive adoption, monitor health, and lead renewal efforts.

You’ll surface product gaps and advocate for improvements across the team, balancing retention with growth. In this high-ownership role, you’ll work closely with sales and product, manage a portfolio of brand and agency accounts, and coordinate with the team during onboarding, check-ins, and renewals

Qualifications

• 3+ years in customer success, account management, or client-facing role.
• Hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred.
• Strong communicator building rapport and trust over time.
• Comfortable managing multiple clients and prioritizing tasks.
• Highly organized with accountability and follow-through.
• Thrives in fast-paced startup environments.

Responsibilities

• Own onboarding for new subscribers, getting accounts to first value fast and running a structured onboarding sequence.
• Manage a portfolio of brand and agency accounts, driving adoption and expansion through regular check-ins.
• Monitor account health and act on churn signals, including win-back and retention outreach.
• Run failed payment recovery and billing follow-up to protect MRR.
• Pull and interpret usage and subscription data to prioritize time allocation and report book health.
• Capture customer feedback and feature requests and track them to resolution.
• Support Reacher Plus clients where managed service and software overlap.
• Keep account context, notes, and next steps current; join demo calls as platform expert.

Skills

Customer Success

Account Management

Onboarding

TikTok Shop knowledge

Job description

The Role

We're hiring another Customer Success Manager to own a book of business across our Pro package clients. You'll be the main point of contact for your accounts from onboarding through renewal, responsible for adoption, retention, and growth. This is a high-ownership role, so you'll touch everything from day-one onboarding to churn saves to surfacing product gaps back to the team.

What You'll Do

• Own onboarding for new subscribers, getting accounts to first value fast (creator search, outreach setup, Spark Codes, GMV tracking, campaigns) and running a structured onboarding sequence over the first 60 days

• Manage a portfolio of brand and agency accounts, running regular check-ins and walkthroughs to drive adoption and expansion

• Monitor account health and act on churn signals before they become cancellations, including win-back and retention outreach on at-risk accounts

• Run failed payment recovery and billing follow-up to protect MRR

• Pull and interpret usage and subscription data to prioritize where to spend your time, and report on your book's health

• Capture customer feedback and feature requests, turn them into clear product asks, and track them through to resolution

• Support Reacher Plus clients where managed service and software overlap

• Keep account context, notes, and next steps clean and current

• Join demo calls as the platform expert with the sales team whenever needed

You'll Be Successful If You

• Have 3+ years of experience in customer success, account management, or a client-facing role

• Have hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred

• Are a strong communicator who can build rapport quickly and maintain trust over time

• Are comfortable managing clients

• Are highly organized with a bias toward follow-through and accountability

• Thrive in fast-paced startup environments where speed and scrappiness are key