Director of Customer Success

Who We Are

We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a global company across North America, Europe and Asia, made up of passionate entrepreneurs, expert sellers, and innovative thought leaders.

Founded in 2021, we have raised close to $100 million and quickly grown into a market leader. We work with the largest and most successful sellers, brands, agencies, and aggregators around the world to drive growth, maximize profitability and manage with intelligence to scale their businesses. In addition to collaborating with global giants such as Amazon, Walmart, Alibaba, and others, we foster partnerships with key industry players like BigCommerce, Teikametrics, Jungle Scout, and more. Through our innovative solutions and strategic alliances, we empower businesses of all sizes to excel in today's competitive landscape, driving success and fostering long-term growth for both our clients and partners.

The Opportunity (Onsite - Shenzhen, Guangdong, China)

As the Director of Customer Success (China) at Carbon6, you will be at the forefront of our mission to ensure unparalleled customer satisfaction throughout the entire customer lifecycle. In this high-impact role, you will lead a talented team, driving success in one of our most critical markets. You will have the opportunity to shape the customer journey, from seamless onboarding to strategic upselling and cross-selling, all while minimizing churn. This role is your chance to influence the future of our business in China, working closely with cross-functional teams to deliver exceptional value and contribute to the overall growth of our company.

Your Impact

• Leadership: Build, lead, and mentor a high-performing Customer Success team. Cultivate a culture of innovation and relentless pursuit of excellence, helping each team member unlock their potential and grow.
• Revenue Growth: Contribute to the overall revenue targets by ensuring clients are fully engaged, satisfied, and eager to expand their partnership with Carbon6. Alongside our Chief Revenue Officer and General Manager (China), leverage your strategic insights to turn customer satisfaction into tangible business results.
• Account Expansion: Identify and capitalize on opportunities for upselling and cross-selling. Use your deep industry knowledge and understanding of client needs to drive revenue growth while delivering even greater value to our clients.
• Customer Retention: Develop and execute innovative strategies that cultivate long-term customer loyalty. Utilize your deep understanding of the market to reduce churn, ensuring clients consistently experience the value of our solutions.
• Customer Advocacy: Be the voice of our customers internally, driving product improvements based on their feedback and requirements. You will champion our customers' needs, ensuring their perspectives shape our product roadmap and strategic decisions. Your drive will transform product improvements into customer success stories.
• Performance Metrics: Establish, monitor, and analyze key performance indicators (KPIs) to measure the success of our customer success initiatives. Use data-driven insights to continually refine strategies, driving ongoing improvements and delivering exceptional results.
• Onboarding Programs: Lead the design and implementation of world-class onboarding programs. You will build customer experiences that surprise and delight at every turn, setting new standards in customer engagement and loyalty. You will see every part of the experience as a greater piece of the whole journey built to unlock new levels of growth for customers’ businesses.
• Cross-Functional Collaboration: Build and nurture strong relationships with key stakeholders across China and North America. Position yourself as a trusted advisor, working closely with sales, marketing, product, finance, and operations teams to create a seamless and cohesive approach to customer success. Ensure that every department is aligned and working towards the common goal of customer satisfaction and business growth.

Your Qualifications

• Proven Experience: You bring at least 10+ years of leadership experience in leading a high-performing customer success team, ideally within a fast-paced eCommerce and SaaS environment. You leverage your background to navigate the unique challenges of these industries, driving customer satisfaction and business growth.
• Language Proficiency: Fluent in both Mandarin and English, you effortlessly bridge cultural and linguistic gaps, ensuring clear written and verbal communication and strong relationships across diverse teams and clients.
• Leadership: You have experience building, managing and nurturing a high-performing team, fostering a spirit of collaboration and shared success. You champion the development of team members, ensuring they have the tools and support needed to excel.
• Customer-Centric: You are fundamentally guided by the principle of putting customers first, shaping every decision with the goal to enhance their experience. You are relentlessly driven to surpass expectations, transforming ordinary customer interactions into memorable experiences.
• Data Analysis: You possess exceptional analytical skills to dive deep into customer data, transforming complex insights into actionable strategies that drive customer success and retention.
• Problem Solving: You exhibit a strategic mindset with a keen ability to identify challenges quickly. Develop and implement innovative solutions that address issues head-on, ensuring continuous improvement and client satisfaction.
• Strategic Thinking: You align customer success initiatives with broader business goals, ensuring that your strategies not only support but actively drive sustainable growth across the company. You also foster a culture of strategic thinking within your team, guiding them to understand the bigger picture and how their individual contributions impact the organization's objectives.
• Adaptability: You thrive in unstructured environments and can quickly adapt to changes. You're comfortable introducing structure where needed and can navigate the complexity of a startup with ease. You absorb information like a sponge, putting newfound knowledge into action with lightning speed, ensuring your team stays ahead of the curve.