Role Description As a Senior Customer Success Manager - APAC, you will play a vital role in building strong, outcome-based relationships with our named accounts in the APAC region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. Reporting to the APAC Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. Qualifications - 4-10 years of customer-facing experience in B2B SaaS or HR. - 2-3 years in a Customer Success/Account Management role. - 2 of the last 3 years overachieving goals and targets. - A people-first and growth mindset. - An affinity to work in a fast-growth business. - The ability to work independently and collaborate effectively. - Comprehension of value-based sales. - Discipline in Account Planning, Forecasting, and Quota Attainment. - Experience in building and nurturing customer relationships. - Excellent communication and writing skills. - Organized, detail-oriented, with the ability to prioritize. - Positive attitude, self-motivated, and resilient. - Previous experience in customer success/service, HR SaaS, or remote work. Responsibilities - Build trusted relationships with named accounts through consultative solutioning. - Work closely with internal teams, including Sales, Product, Operations, and Engineering. - Identify growth opportunities within your portfolio and develop strategies to capitalize on those opportunities. - Be the voice of our customers to our Product team, synthesizing feedback and offering informed opinions. - Drive customer satisfaction and growth while contributing to the development of our product roadmap. - Stay organized, detail-oriented, and prioritize effectively under pressure. - Be customer-obsessed, always putting customers first. - Adapt easily to change in a high-growth start-up environment.

• Building the CSM operating system: Define how Customer Success works at RevenueCat as we scale: customer tiers, coverage models, account plans, health signals, review cadences, renewal / expansion touchpoints, escalation paths, and the difference between bespoke support and scalable programs. • Leading and coaching the CSM team: Manage, coach, and raise the bar for a team of CSMs. Help them become growth generalists who deeply understand customers' apps, audiences, business models, goals, constraints, RevenueCat usage, and opportunities. Identify where we need coaching, role changes, new hires, or clearer expectations. • Owning strategic account quality: Make sure our top accounts have real account strategy: clear customer goals, app context, product adoption opportunities, risks, stakeholder maps, open asks, next steps, renewal / expansion context, and technical health input from Technical Account Managers where relevant. • Making CSMs true growth partners: Help CSMs move beyond generic relationship management. CSMs should be able to diagnose likely growth bottlenecks, recommend practical RevenueCat adoption, interpret app performance, qualify when the subject matter experts from our Growth Advisory team should get involved, and keep the customer moving toward higher-impact work. • Clarifying CSM / TAM / Growth Advisory handoffs: Partner closely with TAM, Support, Sales, Product, and Growth Advisory so customers get the right help from the right person. CSMs should own customer context, account strategy, adoption, stakeholder management, and next-step clarity. TAMs should own technical correctness. Growth Advisory should go deep on specific, high-impact growth problems. • Turning repeated customer work into scale: When the same issue appears across accounts, make sure it becomes a playbook, template, customer education asset, internal enablement, webinar, support macro, sales collateral, product feedback, or docs improvement. The goal is not to consult the same problem forever. The goal is to make the company smarter every time we solve it. • Driving measurable customer and business outcomes: Define and improve the metrics that matter: product adoption, account health, customer outcomes, renewal / expansion influence, quality of account strategy, risk visibility, and the team's ability to create leverage as the customer base grows.

• Manage a portfolio of customers with direct responsibility for recurring revenue (MRR), retention and expansion metrics; • Lead contract renewal negotiations, cancellation reversals and contract expansions; • Identify opportunities for upsell, cross-sell and increased platform adoption; • Develop consultative relationships with stakeholders and decision-makers; • Prioritize opportunities using data, metrics and business context; • Operate with a commercial strategy across the portfolio.

Role Description Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting students' learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service. This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels. - Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. - Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. - Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. - Guide customers through the learning journey and help ensure students receive a smooth and positive learning experience. - Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. - Maintain a high standard of service quality, empathy, and professionalism in every interaction. - Contribute to customer success initiatives, operational improvements, and user-experience optimization projects. Qualifications - Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired. - Fast learner with the ability to understand complex processes, policies, and product details. - Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations. - Excellent communication skills — capable of explaining information simply, professionally, and empathetically. - Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting. - Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families. - Tech-savvy and comfortable using multiple communication tools and internal systems. - Excellent verbal and written communication skills. - Fluency in Mandarin is required; proficiency in English communication is essential. Requirements - Work Hours: Day shift: Mon-Fri: 10am-7pm; Sat-Sun: 8:30am-5:30pm; Night shift: 3pm-12am. - Candidates who are available Fri-Sun will be given priority. Company Description Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is a recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline education platform.