Customer Success Pro: Onboarding & Retention Lead (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

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