Customer Success Lead / Enterprise CSM Leader

Job Description

• Enterprise Customer Success Management ⁃ Overall CSM management for Korean enterprise customers ⁃ In-depth analysis of customer business objectives and data utilization scenarios, and building long-term trust relationships with C-Level executives (CTOs, etc.) and key decision-makers ⁃ Proactive risk prevention, increased adoption, and identification of renewal and upsell opportunities through regular business reviews (EBR/QBR) • Solution Consulting & Pre-Sales Support ⁃ Leading product demos and technical workshops for enterprise customers, as well as business case analysis ⁃ Designing customized technical solutions based on SDKs, APIs, data pipelines, ETL, and data architecture ⁃ Designing POC projects, executing them, briefing results, and translating customer requirements into internal product/engineering specifications • POC & Implementation Project Management ⁃ End-to-end management of onboarding/implementation projects and POCs ⁃ Managing schedules, milestones, risks, and issues ⁃ Clients, sales, products, Organic cross-functional collaboration with related departments, such as Development and Tech Support, and proactive problem solving • Technical Customer Support and Issue Resolution ⁃ Communication based on an understanding of SDK/API, Event & User Data, ETL, DW, BI/Analytics, and Cloud/SaaS technology architectures ⁃ Leading the analysis of causes, assessment of impact, coordination with relevant teams, and communication of final solutions when customer technical issues arise (avoiding the role of a mere messenger) • Business & Data Consulting ⁃ Moving beyond customer functional requirements to identify business objectives and expected ROI, and connecting them with technical solutions ⁃ Proposing data-driven user retention improvements, LiveOps optimization, marketing performance enhancement, A/B testing, and operational efficiency improvements utilizing Data/AI • Team Leadership & Organizational Management ⁃ Managing and mentoring Customer Success, Solution, and Analyst teams ⁃ Responsibility for establishing customer assignment and project operation processes, building team Best Practices, and achieving team KPIs and business performance

Qualifications

• 5–10+ years of relevant work experience (Enterprise B2B SaaS, Solution Consulting, Technical CSM, etc.) • Experience in B2B Enterprise customer support and team management (team leadership) • Ability to communicate effectively on business and technical matters with senior decision-makers, such as Managers, Directors, and CTOs at client companies • Understanding of Event Data, User Data, BI/Analytics, Data Architecture, SDKs/APIs, and ETL • Competence to independently lead POC and Enterprise Implementation projects and proactively resolve risks • Ability to analyze client ROI and business impact with a strong business sense • A proactive approach to problem-solving rather than passively waiting for instructions, based on strong ownership • Language proficiency: Native or fluent Korean and ability to communicate in Chinese

Preferred

• Experience in the Game/Gaming, MarTech, Customer Data Platform (CDP), Product Analytics, and Data/AI industries • Deep understanding of Cloud, Data Warehouse (DW), Data Engineering, and A/B Testing/Experimentation platforms • Experience leading pre-sales, tech consulting, and CSM for enterprise SaaS or data solutions

Preferred Visas

Benefits

Cover Letter

Required