Customer Success Manager, Enterprise 客戶關係經營經理（獎金另計）

【職位簡介】
我們正在尋找一位 Enterprise Customer Success Manager，負責企業級與集團型客戶的整體成功及長期發展。
你將成為客戶具策略性的合作夥伴，深入理解其商業目標與營運情境，引導產品及解決方案的應用，並整合公司內部資源，協助客戶創造可衡量的成果。
這個角色不只負責客戶留存與續約，也需要持續辨識並推動 Expansion、Upsell、Cross-sell 及產品採用深化等增長機會。同時，你也可能依公司與團隊需要，承接跨部門的內部專案，將企業客戶洞察轉化為可執行的產品、流程或商業改善。

【你將負責】
1. 負責指定企業及集團型客戶的整體 Account Ownership，建立多層級、長期且具策略性的合作關係。
2. 理解客戶的組織架構、商業目標、營運模式與決策流程，制定 Account Plan 及合作策略。
3. 掌握產品使用與功能採用狀況，協助解決方案在不同品牌、分店或部門內有效落地。
4. 透過數據、使用情況與客戶回饋，追蹤並呈現客戶成果，持續提升產品採用與合作價值。
5. 評估客戶健康度，主動辨識並管理使用落差、合作阻礙及潛在流失風險。
6. 主導續約、長約與合作條件調整，負責相關流程與商務溝通，維持穩定的營收留存。
7. 辨識並推進 Expansion、Upsell、Cross-sell 與 Adoption Growth 等客戶增長機會。
8. 與 Sales/BD、Product、Engineering、Operations、Finance、Legal 等團隊協作，推進客戶需求與合作方案。
9. 依公司與團隊需要，承接或參與內部專案及跨部門任務，負責規劃、協調、追蹤與成果交付。

【我們期待你具備】
＊ 具備 3–5 年 B2B SaaS、Customer Success、Account Management、平台型產品、企業科技服務或企業客戶管理相關工作經驗。
＊ 良好的客戶關係、客戶成功或商業關係經營能力。
＊ 能與不同層級及職能的利害關係人溝通，整合觀點並推動決策與執行。
＊ 具備專案規劃與跨部門推進能力，能同時管理多項任務及優先順序。
＊ 具備商業敏感度，能辨識客戶風險、增長機會及合作價值。
＊ 具備需求探索、問題釐清、資訊整合與清楚表達的能力。
＊ 能透過數據與客戶洞察評估成果，並轉化為具體的行動建議。
＊ 能在資訊不完整、需求模糊或缺乏既有流程的情況下，建立方向並主動推進。

[加分條件]
＊ 曾參與 CRM、POS、ERP、中台、支付工具、MarTech 或其他企業系統的導入與串接。
＊ 具備 API、Webhook、資料交換或第三方系統整合的基礎概念。
＊ 曾與 Product、Engineering 或外部系統供應商共同推進系統整合。
＊ 具備餐飲、零售、多品牌、多分店或集團型企業客戶管理經驗。
＊ 具備 QBR、成效分析、Account Plan 或 Account Growth Plan 的規劃經驗。
＊ 具備英文溝通或跨國協作經驗。

【What You Will Do】
1.Own a portfolio of enterprise and group-level accounts, building strategic, multi-level, and long-term customer relationships.
2. Understand customers’ organizational structures, business objectives, operating models, and decision-making processes to develop effective account plans.
3. Monitor product usage and adoption, helping solutions scale across brands, branches, departments, and use cases.
4. Use data, product usage, and customer feedback to measure outcomes, demonstrate value, and improve adoption.
5. Assess account health and proactively identify and address adoption gaps, partnership barriers, and churn risks.
6. Own and lead renewals, long-term agreements, and related commercial discussions to protect recurring revenue.
7. Identify and advance customer growth opportunities across expansion, upsell, cross-sell, and adoption growth.
8. Partner with Sales/BD, Product, Engineering, Operations, Finance, and Legal to advance customer needs and solutions.
9. Lead or contribute to assigned internal initiatives and cross-functional projects, owning planning, coordination, progress tracking, and delivery.

【What We Are Looking For】
＊ 3–5 years of relevant experience in B2B SaaS, Customer Success, Account Management, platform products, enterprise technology services, or enterprise account management.
＊ Strong capabilities in account management, customer success, or strategic commercial relationship management.
＊ Ability to engage stakeholders across functions and seniority levels, align perspectives, and drive decisions and execution.
＊ Strong project planning and cross-functional execution skills, with the ability to manage multiple priorities.
＊ Commercial acumen and the ability to identify customer risks, growth opportunities, and partnership value.
＊ Strong discovery, problem-framing, information synthesis, and communication skills.
＊ Ability to translate data and customer insights into clear recommendations and actions.
＊ Comfort operating with ambiguity, incomplete information, and evolving processes.
[Preferred Qualifications]
＊ Experience implementing or integrating CRM, POS, ERP, middleware, payment, MarTech, or other enterprise systems.
＊ Working knowledge of APIs, webhooks, data exchange, or third-party system integrations.
＊ Experience partnering with Product, Engineering, or external technology vendors on integration initiatives.
＊ Experience in restaurant, retail, multi-brand, multi-location, or group-level enterprise environments.
＊ Experience developing QBRs, performance analyses, account plans, or account growth plans.
＊ Professional English communication or cross-border collaboration experience.