Customer Success Executive

** WHAT YOU'LL DO **

Client support

• Be the first point of contact for client questions via tickets, email and calls, so clients always feel heard and prioritised
• Triage and resolve tickets within agreed response times, escalating technical issues to Product or Engineering with a clear write-up
• Keep clients updated until every issue is fully closed, and log interactions accurately in HubSpot
• Respond quickly and thoughtfully to ad-hoc requests, from data pulls to platform how-tos

Adoption and engagement

• Run regular check-ins to understand each client's goals and how they're using the platform
• Support onboarding and training sessions for new client users, in English or Mandarin
• Spot early signs of low engagement or risk and flag them to the account lead, with your view on why
• Suggest ways clients can get more value: new features, benchmarks or reporting ideas

Data, reporting and QBRs

• Pull and analyse campaign, creator and competitor data from the WeArisma platform
• Turn that data into clear narratives: bespoke reports that answer each client's real question, with takeaways their stakeholders can act on
• Build QBR decks that show performance, value delivered and next steps, and support the account lead in presenting them
• Help prepare the usage and value evidence that renewal conversations are built on

Team and process

• Act as a liaison between clients and internal teams, including Product, Engineering and Marketing, and close the feedback loop
• Share recurring issues and feature requests with Product
• Help maintain help-centre articles, FAQs and report templates, and look for ways AI tools can make them faster and better

** WHAT GOOD LOOKS LIKE **

• A client sends a vague request and you come back with what they actually needed, quickly and without three rounds of back-and-forth
• Your reports and QBR decks help your client champion look like a hero to their own stakeholders
• You wouldn't send a report, deck or email unless it reflects your best work. You set your own bar higher than ours, in English as much as in Mandarin
• You notice when a client goes quiet and raise it before anyone asks
• Clients feel at ease with you quickly; working with you feels collaborative, not transactional
• You get curious about how the product works and about the brands and trends your clients care about, rather than waiting to be taught
• You're already using AI tools to work smarter, and you suggest how the team could do the same

** WHAT WE'RE LOOKING FOR **

Must-have

• Professional fluency in English and Mandarin Chinese, written and spoken. You'll write to, and join calls with, international clients and our UK team every day
• 3–5 years in a client-facing role at a SaaS company: customer success, customer support, account management or onboarding. Influencer marketing experience is a bonus, not a requirement
• Comfortable with data: you can read numbers, spot a trend and explain what it means in plain words
• Confident in Excel or Google Sheets, and PowerPoint or Google Slides
• Organised and reliable across several clients at once, and able to prioritise in a fast-moving environment
• A degree in business, marketing, communications, data or a related field

Nice to have

• Another Asian language (Japanese, Korean, Cantonese or similar)
• Experience with social media, influencer or marketing data
• Interest in fashion, beauty, luxury or culture
• Familiarity with HubSpot, Mixpanel or AI tools such as Claude

** THE ATTITUDE WE'RE LOOKING FOR **

Ownership · Urgency with clients · Curious and self-directed · Quality-obsessed · Warm and personable · Solution-oriented · Proactive communicator · Open to new ways of working · Ambitious to learn and grow