Description
We are expanding our global Community team and looking for a Customer Success Specialist focused on the Chinese market.
In this role, you will manage a high-volume portfolio of lower-to-mid revenue accounts of emerging SME/Enterprise customers, utilizing low-touch strategies to nurture relationships, prevent churn, and support our global community operations.
This role requires a unique blend of commercial awareness, technical orientation, and structured process management. You will monitor account health, educate users on Bright Data products and pricing, handle day-to-day inquiries, and actively surface high-potential accounts to hand off to our Account Executives.
Responsibilities
- Manage and nurture non‑assigned accounts in China in addition to the global community pool, primarily via low‑touch.
- Monitor account health (revenue/usage trends, renewals, support tickets) and act early to prevent churn and contraction.
- Educate and support customers on Bright Data products, best practices, and pricing using Chinese and English communication.
- Identify and qualify upsell/cross‑sell opportunities ("Growth Accounts") and hand them off to the relevant Account Executive.
- Handle day‑to‑day customer issues from the community pool (billing questions, basic technical/compliance topics) and coordinate with internal teams when escalation is needed.
- Collaborate with Marketing on localized customer marketing (segment-based campaigns, webinars, newsletters) for the Chinese market.
- Contribute to improve Community processes, automations, and playbooks, including for China-specific needs.
Requirements
- 2+ years in customer success, account management, sales support, or similar customer-facing role (B2B SaaS / data / cloud preferred).
- Strong communication skills; comfortable managing many small accounts in a structured, process‑driven way.
- Ability to work independently, prioritize, and execute in a fast‑moving, global environment.
- Familiarity with Salesforce or similar CRM (preferred).
- Technically oriented.
- Native (or near‑native) Chinese, both written and spoken.
- Professional English working proficiency (written and spoken) to collaborate with global teams and support non‑CN accounts as needed.
*The required location for this role is China
