Customer Success Manager

2 weeks ago

Taipei, Taiwan KKCompany Technologies Full time

Team Segment : Multimedia

KKCompany Technologies Group is a leading technology group in software services. We have created the world's first legal music streaming platform, KKBOX, and are an international software technology group focused on "multimedia technologies, digital cloud, and AI applications" as our core business to create value for the customers. The group consists of self-owned brands including KKBOX, BlendVision, and Going Cloud with enterprise customers across Asia. KKCompany Technologies has attained OpenChain ISO/IEC 5230 and ISO 27001 third-party international certification.

We have over 500 employees across offices in Tokyo, Singapore, Taipei, Kaohsiung, and Hong Kong. For more information please visit our website: and blog:

Responsibilities:

  • Own and lead the end-to-end onboarding experience for new customers to ensure successful adoption and time-to-value.
  • Manage and renew existing customer contracts, working proactively with customers to secure timely renewals and minimize churn.
  • Maintain regular, structured communication with customers to understand usage, objectives, risks, and satisfaction levels.
  • Act as the primary customer advocate internally, ensuring customer needs and priorities are clearly represented across teams.
  • Build and sustain long-term customer relationships through ongoing engagement and proactive support.
  • Introduce and promote new features, enhancements, and best practices to maximize customer value and product adoption.
  • Evaluate customer feedback and issues to determine whether they require product development, workflow optimization, or process improvements.
  • Collaborate closely with Product, Engineering, and QA teams on bug tracking, issue resolution, and feature requests.
  • Lead the resolution of customer complaints and track issues through to closure, ensuring clarity and accountability.
  • Maintain accurate documentation of customer interactions, renewal status, risks, and action items in CRM or internal systems.

Requirements:

  • Bachelors degree or equivalent practical experience.
  • 3+ years of experience in Customer Success, Account Management, Project Management, QA, and/or Customer Support in a SaaS or technology environment.
  • Demonstrated experience managing customer renewals and ongoing account relationships.
  • Strong Chinese (Mandarin) communication skills for customer-facing and internal coordination.
  • Basic English proficiency, sufficient for reading documentation, written communication, and cross-functional collaboration.
  • Strong interpersonal and stakeholder management skills.
  • Excellent analytical and problem-solving abilities, with a structured and customer-centric approach.
  • Effective time management and multitasking skills in a fast-paced, startup environment.

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