Job Title:
Customer Success Account Manager (China)
Location:
Shanghai
Team:
B2B – Customer Success & Account Management
About Cambly
Cambly is a fast-growing EdTech company on a mission to make English learning accessible to students around the world through live, one-on-one conversations with native speakers. As we expand our B2B footprint in China, we’re looking for a Customer Success Account Manager (CSAM) to own the full post-sales experience—from onboarding and platform engagement to account renewals and upsells.This is a hybrid role that combines Customer Success and Account Management responsibilities to provide strategic and hands-on support for a portfolio of B2B clients in China.
Why This Role?
We’re combining CS + AM functions in select markets like China due to:
- A relatively small and manageable customer base
- Low deal complexity
- Budget and resource efficiency
This role is ideal for someone who thrives in a fast-paced, client-facing environment and wants end-to-end ownership of client success and retention.
What You’ll Do
- Guide onboarding and adoption: Lead platform setup for admins and learners to ensure a quick time-to-value.
- Account segmentation and strategy: Segment accounts by revenue potential and create targeted engagement strategies.
- Drive engagement and outcomes: Monitor usage, conduct quarterly business reviews, celebrate learner milestones, and ensure platform value is being realized.
- Support and communication: Be the go-to contact for admin requests and ensure timely, solution-oriented support.
- Monitor account health: Provide regular usage and performance reports to support internal advocacy within client organizations.
- Satisfaction tracking: Run student and admin satisfaction surveys to collect feedback and inform future improvements.
- Renewals and upsells: Own renewal conversations and identify opportunities for account growth through upsells.
- CRM management: Keep HubSpot and internal CRM tools updated with accurate client data, engagement activities, and renewal forecasts.
- Performance tracking: Track and report against key KPIs such as platform utilization, satisfaction, renewal rates, and upsell performance.
What We’re Looking For
- 2–4 years of experience in Customer Success and/or Account Management, with a strong track record of client retention and renewal success in a B2B setting.
- Demonstrated ability to articulate product value, manage account health, and lead strategic client conversations.
- Comfortable with data analysis, CRM hygiene, and using metrics to drive decisions.
- Skilled in presenting to stakeholders, conducting QBRs, and managing multiple accounts in a structured way.
- Native in Mandarin Chinese and proficient in English (spoken and written).
- Highly organized, proactive, and client-centric.
- Must be based in Shanghai and familiar with the local business and education landscape.
Why Cambly?
- A global, mission-driven team making a meaningful impact on learners worldwide
- Pre-IPO company with high growth and equity opportunities
- Ownership and autonomy in a cross-functional, collaborative culture
- Chance to grow your career with a company expanding its B2B presence in China
