Job Description

Customer Success Manager 客户成功经理 (CSM)

Hangzhou

Experienced

Full-time

Responsibilities

1.Full-lifecycle management and seamless handover: Collaborate with the direct sales team to take over technical and commercial relations of mature enterprise customers. Lead full-lifecycle health management of clients to maintain their continuous satisfaction and technical stickiness to the Tripo platform. 2.Data-driven proactive churn prevention: Deeply analyze and monitor customer API usage reports and behavioral data, and establish a scientific volume early warning system. Take proactive technical and business intervention against potential churn risks including sharp drops in API calls and rising error rates, so as to guarantee stable operation of clients’ businesses. 3.Scenario expansion and commercial upsell & cross-sell: Dig out potential business growth points by diving into clients’ real scenarios such as game development, digital asset production and desktop manufacturing. Guide customers to expand API application scenarios (e.g., multi-modal combined workflows), and convert platform dependency into incremental API consumption via upsell and cross-sell. 4.Systematic renewal management system construction: Build and continuously optimize the renewal and customer lifecycle management mechanism for existing clients. Set up fast escalation channels with frontline technical support, solution architects and R&D teams, and take direct accountability for the platform’s Net Dollar Retention (NDR) and Gross Renewal Rate (GRR). 1、全生命周期管理与无缝承接：协同直销商务团队，负责成熟期企业级客户的技术与商业关系交接；主导客户全生命周期的健康度管理，确保客户对 Tripo 平台能力的持续满意度与技术黏性； 2、数据驱动的主动流失干预：深度分析并监控客户的 API 调用报表及行为数据，建立科学的调用量预警机制。针对调用量异常下滑、调用错误率上升等潜在流失风险，进行主动的技术与业务干预，护航客户业务稳定性； 3、场景外延与商业价值增购：贴近客户的实际业务场景（游戏研发、数字资产、桌面制造等），挖掘客户潜在的业务新增长点。引导客户扩展 API 应用的外延（如组合多模态玩法），将客户的平台依赖度转化为直接的 API 消耗增购（Upsell / Cross-sell）； 4、续费管理机制体系化建设：构建并不断优化老客户的续费与生命周期管理机制，打通前线技术支持（SA/研发）的快速升级通道，对全平台的净金额留存率（NDR）与客户续费率（GRR）直接负责。

Qualifications

1. API/SaaS Customer Success Experience: Over 3 years of customer success management (CSM) or senior key account management experience for platform-level APIs (cloud computing, throughput-heavy APIs, developer tools, etc.) or mid-to-large SaaS products. 2. Outstanding Data Sensitivity: Solid data analysis capabilities. Able to dig out client business changes and potential commercial opportunities from complex API call logs, consumption frequency and peak concurrency data. Basic knowledge of SQL or BI tools is a major plus. 3. Technical Empathy & Cross-level Communication: Strong technical comprehension to capture demands of developers and enterprise technical leaders. Demonstrate excellent cross-team execution and empathy when collaborating with sales, solution architects and backend algorithm teams. 4. Strong Contract & Result Orientation: Highly accountable for customer retention metrics (NDR/GRR). Possess decisive crisis-handling skills, stay calm in fast-changing business environments and deliver definite business outcomes. 1、API/SaaS 成功经验：3 年以上平台级 API（如云计算、通量型 API、开发者工具）或中大型 SaaS 产品的客户成功（CSM）或资深大客户维护经验； 2、卓越的数据敏锐度：具备优秀的数据分析功底，能够熟练从复杂的 API 调用日志、消耗频次、并发峰值数据中，抽丝剥茧地洞察客户的业务异动与潜在商业机会（懂基础 SQL 或 BI 工具者极大加分）； 3、技术同理心与沟通跨度：具备良好的技术理解力，能够听懂开发者与企业技术负责人的诉求，并在跨部门（销售、SA、大后方算法）协同中表现出极强的跨团队推进力与共情能力； 4、强烈的契约与结果导向：对客户留存（NDR/GRR）指标有高度的责任心，具备危机处理的决断力，能在高弹性的商业环境中保持冷静并拿到确定性结果。

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