Customer Success Manager, Lark

Lark

Lark is a next-generation team productivity suite that boosts organizations' efficiency, creativity, and engagement. It seamlessly integrates Messenger, Docs, Calendar, Video calls, Emails, OKR, and more into one easy-to-use app.

Why Join Us

Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.

Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.

Join us.

Lark APAC Customer Success Team

We're a dedicated Customer Success Management (CSM) team committed to ensuring our customers' triumphs. We're not just problem solvers – we're partners in achieving success. Our customer-centric approach, fueled by empathy and expertise, ensures that our customers' goals are our goals. From proactive solutions to data-driven insights, we're dedicated to maximizing our customers' experience. Welcome to a team committed to your success journey!

This role will be based in Jakarta Indonesia and will report into the regional lead in Singapore.

Job Responsibilities

• By nurturing relationships with identified accounts, you'll become a trusted advisor to decision-makers and executive buyers, reinforcing enduring partnerships.
• Develop reporting and insights for the Customer Success team is also critical, so as to track value delivery to customers and to provide greater visibility to internal stakeholders.
• You'll be responsible for onboarding and guiding customers across the APAC region, ensuring a seamless implementation experience.
• You'll be responsible for driving desired customer outcomes by collaborating with the relevant internal and external stakeholders.
• Your role involves delving into customer business goals and KPIs, shaping a successful partnership launch that resonates with their objectives.
• Your commitment to excellence directly contributes to building an exceptional customer experience with the Lark product, ultimately minimizing customer churn.
• You'll play a pivotal role in amplifying active usage by cultivating deep and broad usage with the Lark product. This entails introducing new product features and sharing best practices with the customers.

Key traits we're looking out for:

• You're a difference maker. You possess the drive and passion to be a true difference maker within our organization. You're not limited by your roles and responsibilities and have the ability to think out of the box, consistently bringing fresh perspectives and creative ideas to the table.
• You embody a mission-driven mindset. You think strategically when driving results, dedicated to achieving measurable outcomes, and approach your role with a sense of ownership and accountability.
• You possess empathetic engagement: Your ability to genuinely connect with customers on their needs and challenges sets you apart. You're adept at listening, understanding, and responding empathetically to build strong relationships.
• You're passionate and possess strong curiosity. You enjoy learning; staying up-to-date with industry trends and emerging technologies, and bringing innovative ideas to the business.
• You're an independent initiator: You're a catalyst for action. As a self-starter, you proactively engage with customers, driving initiatives even when physically apart from the team. Your independence and proactive nature enable you to thrive in remote environments, ensuring exceptional customer engagement and success.
• You excel at strategic partnership: You see beyond the immediate and understand the bigger picture of the customer's business goals. Your focus on establishing a strategic partnership ensures mutual success.
• You're an effective communicator in both Bahasa Indonesia and Mandarin Chinese: Your clear and concise communication style ensures that complex concepts are easily understood, facilitating seamless interactions with both technical and non-technical stakeholders. Business fluency in both languages is required to liaise with external Bahasa and Chinese speaking customers.
• You thrive in a startup environment. We're essentially a startup, and you'd be working in a fast-paced and dynamic environment. You will need to possess an entrepreneurial mindset and be comfortable with constant changes and ambiguity. You're down-to-earth and willing to wear multiple hats and roll up your sleeves to tackle tasks, no matter how big or small.

Bonus Points:

• You have relevant product and customer-facing experience in a B2B Customer Success role within the SaaS/IT industry.
• You have prior startup experience, showcasing your adaptability and an entrepreneurial mindset.

What We Can Offer:

• The opportunity of taking up the exciting challenge to define Lark's story and how it's told to the world, and also to help Lark find its product market fit. Make a tangible impact on the team and overall business.
• A dynamic and highly motivated team environment that encourages open idea sharing and fosters healthy debates to propel the business to new heights.
• Engaging team-building activities to foster camaraderie and collaboration.
• Long-term growth opportunities and the potential to expand responsibilities.
• A dynamic office workspace that fosters in-person collaboration and innovation among teams.
• A unique combination of resources of a large company and nimbleness of a startup. Unlike a traditional large tech company, you're not a cog in a machine. And unlike a startup, you're not constantly worrying about fundraising and survival. You'll have plenty of resources to try projects and test ideas.

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.