Customer Success Manager/Director (Altium)
On-siteShanghai, Shanghai, China
Job Summary
Build long-term client relationships, manage renewals, and execute upselling strategies for existing accounts. Develop customer success plans that drive adoption, retention, and expansion while creating strategic account plans based on deep understanding of business objectives. Optimize operating models to ensure high-quality service, respond to inquiries, and resolve issues efficiently. Proactively monitor usage metrics to identify improvement opportunities, conduct regular check-ins for feedback, and drive product adoption through demos and training. Collect success stories and collaborate with product teams to translate customer insights into improvements.
Required Qualifications
- Bachelor's degree in Business, Engineering, Computer Science or a related field
- 5+ years of experience in customer success, account management, or a related role
- preferably in the SaaS or software industry
- Strong understanding of SaaS products and the customer lifecycle
- Excellent communication and interpersonal skills
- ability to build rapport and trust with customers
- Proven ability to work effectively across teams and at all levels of an organization
- Strong analytical skills
- customer-centric approach to problem-solving
- Must be a fast learner
- adapt to changes
- Familiarity with CRM systems and customer success tools
- Experience with technical products
- ability to understand customer technical requirements
- Ability to travel occasionally for customer meetings and events
Desired Qualifications
- Knowledge of the electronics design automation (EDA) industry
- Altium Designer
- Certification in customer success or project management methodologies
- Experience with SaaS products in the industrial or electrical manufacturing sector
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