• Own a portfolio of customers — build relationships, understand their needs, and drive account growth. • Deliver timely, professional responses to customer inquiries that set the standard for quality. • Help customers navigate platform usage and troubleshoot minor technical issues, with support from our technical team. • Surface customer feedback to the right teams to help shape product improvements. • Support the Customer Success Team with key administrative and operational work, including customer records and reporting. • Lead and contribute to Customer Success projects that improve processes, tactics, and engagement.

Role Description Drive customer onboarding and conversion by engaging users across chat platforms, identifying their needs, assisting with account setup, and delivering personalized support to maximize retention and sales. - Engage with customers across LiveChat, WhatsApp, and Telegram, identifying intent and guiding them toward successful onboarding and deposit actions. - Take ownership of the end-to-end customer journey, from first contact through onboarding, engagement, and conversion. - Identify customer needs in real time and recommend relevant products, promotions, or services to drive upselling and repeat activity. - Proactively convert inbound enquiries into active users through effective communication and relationship building. - Assist with account setup, verification, and issue resolution using backend tools to ensure a smooth customer experience. - Maintain accurate records of customer interactions and transactions within CRM and internal systems. - Monitor customer behavior and engagement signals to identify high-potential users and maximize conversion opportunities. - Deliver a high-quality, responsive, and personalized experience to strengthen customer retention and lifetime value. Qualifications - Minimum of 1 year of experience in customer service, with proven ability to communicate effectively with customers on a daily basis (remote/virtual experience preferred). - Ability to thrive in a fast-paced environment; self-motivated, customer-oriented, results-driven, and disciplined. - Strong multitasking, organizational, and time management skills. - Creative and resourceful problem-solver with a proactive mindset. - Reliable high-speed internet connection (work-from-home role). - Proficiency in computer skills, including Windows OS, Microsoft Office, and Google applications. - Flexibility to work on a rotating schedule (24/7 coverage), including midnight shifts, weekends, and public holidays. - Work schedule: 9 hours per day, 5 days a week, with 2 rest days. - Proficiency in English and Mandarin is required. Benefits - Remote-first roles built for freedom and flexibility. - Learning & Development that sharpens skills and accelerates careers. - Competitive salary packages for high performers. - Wellbeing perks that help you thrive inside and outside work. - A team that supports, celebrates, and wins as one.

Role Description As a Customer Success Manager at Copado, you will play a crucial role in ensuring the success and satisfaction of our customers. You will act as a strategic partner, working closely with customers to understand their unique needs and challenges. By providing tailored advice and recommendations, you will help them drive adoption of Copado, manage complex releases, increase productivity, and minimize risk. - Act as a strategic and influential partner for customers, addressing specific pain points and use cases. - Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations. - Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks. - Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees. - Clearly articulate the value proposition of Copado's features and products using a strategic and consultative approach. - Provide meaningful follow-up summaries and resources after each customer call. - Independently create optimal prescriptive plans with customers to help them achieve their goals. - Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales. - Execute Quarterly Business Reviews (QBRs) using Copado Insights data to identify trends, risks, and opportunities. Qualifications - Excellent written, verbal, and interpersonal communication skills. - Minimum 5 years of experience in customer success management roles. - Bilingual Skills in German and English are mandatory. - Strong sense of accountability in following up with customers. - High emotional intelligence to pick up on customer sentiment. - Consultative approach in advising customers on processes required to achieve their goals. - Experience in addressing key challenges encountered by Copado customers. - Strong problem-solving skills and the ability to think creatively. - Experience in driving customer adoption and success through proactive communication. Requirements - Familiarity with Copado's features and functionalities. - Knowledge of agile methodologies and practices. - Understanding of integration capabilities and experience integrating ALM tools or systems. - Ability to provide guidance and training to customers on using Copado effectively. Company Description Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.

• Manage overall relationships with assigned customers, ensuring adoption, retention, and renewals. • Develop multi-purpose relationships throughout customer organizations. • Develop and execute Customer Success Plans to establish critical goals and help customers achieve their business objectives and strategic goals. • Measure and monitor customers’ progress against key performance indicators, reporting internally and to customer stakeholders. • Facilitate regular meetings (weekly/monthly/quarterly/bi-annually/annually) with customers to review program statuses following the right governance at different stakeholder levels. • Own and drive strategic engagements with decision makers during regular business reviews. • Serve as a trusted advisor to customers, driving continued value from our products and services. • Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions. • Identify and develop expansion opportunities within existing accounts. • Develop a strong internal network across the entire internal ecosystem. • Advocate for customer needs across departments and manage resolutions for escalated concerns. • Identify risks within accounts and take proactive measures to manage or resolve them efficiently. • Drive customers to take part in user groups and regional customer events. • Drive Customers to build staff training and develop a center of excellence. • Ensure customers achieve continuous ROI by consulting on workflows and aligning outcomes with business goals. • Gain and maintain sound knowledge in the OneStream platform and future product offerings. • Mentor newer members of team. • Collaborate with Customer Success colleagues across your region. • Utilize customer management tools to track communication, issues, and metrics.