Head of Customer Success, China

China
Permanent
Full-time

1 month ago

About AarkiAarki is an AI company that builds advertising solutions to drive mobile revenue growth. We use AI to find audiences in a privacy-first world using trillions of contextual bidding signals coupled with proprietary behavioral models. Our audience engagement platform includes a full-service agency team and a Unified Creative Strategy that delivers ad creative ideation and execution. We have worked with hundreds of advertisers over 14 years and see 5M mobile ad requests per second from over 10B devices, driving performance for publishers and brands. The company is headquartered in San Francisco, CA, with offices in the United States, EMEA, and APAC.Role OverviewWe are seeking a dynamic and strategic Head of Customer Success for our China Region to lead the regional post-sales customer experience. This role is responsible for driving customer onboarding, satisfaction, growth, and retention for our most important accounts across Greater China. As the regional lead, you will oversee a team of Customer Success Managers (CSMs), collaborate with cross-functional stakeholders, and ensure our customers realize full value from our solutions.Responsibilities

Lead and grow the China-based Customer Success team to deliver exceptional client outcomes.
Define and execute regional customer success strategies aligned with global objectives and local market dynamics.
Serve as the voice of the customer for the China market, advocating for needs across product, operations, and sales.
Own the entire customer journey from onboarding through upselling and growth.
Develop scalable programs to ensure customers achieve their desired performance outcomes.
Monitor customer health and engagement using data-driven insights and take proactive steps to mitigate churn.
Partner closely with Sales to identify and pursue growth opportunities across existing accounts.
Drive upsell, cross-sell, and renewal strategies tailored to the local market.
Develop success plans for key accounts and support quarterly business reviews (QBRs).
Establish KPIs and reporting mechanisms for regional CS performance.
Optimize internal workflows, tooling, and customer communication standards.
Collaborate with Product and Support to close the loop on feedback and resolve escalations efficiently.
Hire, coach, and mentor a high-performing team of CSMs in China.
Set clear goals, provide performance feedback, and foster career growth.
Promote a customer-first growth mindset and culture of accountability.

Qualifications

6+ years of experience in Customer Success, Account Management, or Client Services, preferably in SaaS, mobile advertising, or enterprise tech.
2+ years of leadership experience managing teams in the China region.
Deep understanding of customer needs and business practices across Mainland China.
Strong strategic thinking, executional discipline, and interpersonal skills.
Proficient in CRM and other data and reporting tools (e.g., Jira, Confluence and Looker).
Excellent verbal and written communication skills in Mandarin Chinese and English.
Bachelor's degree required; MBA or equivalent a plus.

Good-to-Have Skills

Experience in mobile programmatic advertising, martech, or data platforms.
Demonstrated success in scaling customer success operations in China.
Experience working in a global, matrixed organization.

Why Join Aarki

Make a measurable impact in a key growth market
Join a nimble, global team focused on innovation and performance
Work on meaningful problems with cutting-edge ad tech
Competitive compensation and a flexible work setup

Aarki

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