Customer Success Manager

Our mission is to reinvent the way people learn, starting with language.

Learning a language can change a life by opening doors to new cultures, careers, and communities. Two billion people around the world are actively trying to learn a language, but the best way to learn (one-on-one tutoring) is hard to access at scale and hasn't been meaningfully improved in decades. Speak is building a human-level, AI-powered tutor in your pocket: a conversation-first experience that lets learners actually speak, get instant feedback, and progress through carefully designed lessons. The result is a complete path from beginner to confident speaker across multiple languages.

Speak first launched in South Korea in 2019, where Speak has now become the number one language learning app, and we now serve learners across many markets and 15+ languages. Speak is one of the world's leading AI companies, with over $150m raised in venture investment from OpenAI, Accel, Founders Fund, Khosla Ventures, and more, with a distributed team across San Francisco, Seoul, Tokyo, Taipei, and Ljubljana.

Are you passionate about driving customer success and ensuring learners achieve their goals? As a B2B Customer Success Manager in Taiwan, you will be the key player in supporting the daily operations and success of our business (Speak 4 Business) customers. This role offers you the unique opportunity to build strong relationships with top leaders, collaborate closely with Speak's product and sales teams, and help shape our customer success program from the ground up. Your efforts will directly impact the satisfaction and success of our customers and learners, making a real difference in their experiences with Speak.

• Responding to daily customer requests and handling operational tasks like customer contracts and questions.

• Leading onboarding and training sessions to ensure a smooth start for new business customers.

• Conducting QBRs to assess performance, align on goals, and identify opportunities for renewals and expansion.

• Analyzing customer data to identify key insights and deliver actionable solutions.

• Partnering with the sales team for presentations and customer pitches.

• Engaging and communicating with customers to enhance their experience and retention.

• Collaborating cross-functionally with Sales, Marketing, and Product/Engineering teams to ensure customer success.

• 2+ years of previous customer success experience in a B2B environment and previous business operations experience, especially as a CSM or a Partner Manager. EdTech experience a plus.

• Excellent customer communication skills, strong written communication in both English and Mandarin Chinese, and the ability to communicate and summarize problems to engineering teams.

• Ability to write engaging messaging for customers and creatively solve customer issues while keeping them happy.

• Experience in fast-paced environments is a plus.

• A desire to learn and grow quickly.

• Fluency in business English; communicating with the global team at Speak on a daily level should not be a blocker to get things done

1. Join a fantastic, tight-knit team at the right time: we're growing very quickly, we've most recently raised our Series C from some of the top investors in the valley, and we've achieved product-market fit in our initial markets. You'd join at a magical time when a single person could significantly change the course of the company.

2. Do your life's work with people you'll love working with: we care strongly about our craft and want every person at Speak to feel like they're growing every day. We believe in the idea that working with people you both enjoy and have respect for makes everything better. We hire thoughtfully and only work with people we admire deeply.

3. Global in nature: We're live in over 40 countries and launching in a number of new markets soon. We have dedicated offices in San Francisco, Ljubljana, Seoul, and Tokyo, and you'll have the opportunity to talk to users in each of these regions on a regular basis as well as travel.

4. Impact people's lives in a major way: Learning a language is one of the single most life-changing skills one can learn, and right now 99% of people never achieve their goal because the process is broken. We're helping millions of people achieve their goals and improve their lives.

Speak does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.