Customer Success Executive Taiwan

Location: Taiwan · Hybrid

Base salary: NT$60,000 - NT$70,000 per month depending on experience

Type: Full-time

Experience: 3–5 years in a client-facing role at a SaaS company

Working languages: Professional English and Mandarin Chinese

Clients: A mix of APAC and global enterprise brands

About WeArisma

WeArisma is a social and cultural intelligence platform. Global fashion, beauty and luxury brands use it to measure creator performance, benchmark against competitors and understand what is really driving results on social. This includes brand content nobody tagged, detected across video, audio and image.

Our Customer Success team is the bridge between that data and our clients decisions. We're growing our team in Taiwan to support clients across APAC and around the world, and we're looking for someone who wants to learn the craft properly and do it to a high standard from day one.

Your path in this role

You'll start alongside our experienced Customer Success Managers on enterprise accounts, owning day-to-day support and reporting. As your product knowledge and client relationships grow, you'll take a bigger part in QBRs and renewal preparation, with a clear path to becoming a Customer Success Manager yourself.

1. Support & reporting - tickets, client requests, data pulls and reports
2. Adoption & QBRs - check-ins, training support, building QBR decks and value stories
3. Renewal support → CSM - preparing the evidence and materials that renewal conversations are built on, on the way to owning accounts

What you'll do

Client support

• Be the first point of contact for client questions via tickets, email and calls, so clients always feel heard and prioritised
• Triage and resolve tickets within agreed response times, escalating technical issues to Product or Engineering with a clear write-up
• Keep clients updated until every issue is fully closed, and log interactions accurately in HubSpot
• Respond quickly and thoughtfully to ad-hoc requests, from data pulls to platform how-tos

Adoption and engagement

• Run regular check-ins to understand each client's goals and how they're using the platform
• Support onboarding and training sessions for new client users, in English or Mandarin
• Spot early signs of low engagement or risk and flag them to the account lead, with your view on why
• Suggest ways clients can get more value - new features, benchmarks or reporting ideas

Data, reporting and QBRs

• Pull and analyse campaign, creator and competitor data from the WeArisma platform
• Turn that data into clear narratives: bespoke reports that answer each client's real question, with takeaways their stakeholders can act on
• Build QBR decks that show performance, value delivered and next steps, and support the account lead in presenting them
• Help prepare the usage and value evidence that renewal conversations are built on

Team and process

• Act as a liaison between clients and internal teams, including product, engineering and marketing, and close the feedback loop
• Share recurring issues and feature requests with Product
• Help maintain help-centre articles, FAQs and report templates, and look for ways AI tools can make them faster and better

What good looks like

• A client sends a vague request and you come back with what they actually needed — quickly, and without three rounds of back-and-forth
• Your reports and QBR decks help your client champion look like a hero to their own stakeholders
• You wouldn't send a report, deck or email unless it reflects your best work. You set your own bar higher than ours, in English as much as in Mandarin
• You notice when a client goes quiet and raise it before anyone asks
• Clients feel at ease with you quickly; working with you feels collaborative, not transactional
• You get curious about how the product works and about the brands and trends your clients care about, rather than waiting to be taught
• You're already using AI tools to work smarter, and you suggest how the team could do the same

What we're looking for

Must-have

• Professional fluency in English and Mandarin Chinese, written and spoken. You'll write to, and join calls with, international clients and our UK team every day
• 3-5 years in a client-facing role at a SaaS company: customer success, customer support, account management or onboarding. Influencer marketing experience is a bonus, not a requirement
• Comfortable with data: you can read numbers, spot a trend and explain what it means in plain words
• Confident in Excel or Google Sheets, and PowerPoint or Google Slides
• Organised and reliable across several clients at once, and able to prioritise in a fast-moving environment
• A degree in business, marketing, communications, data or a related field

Nice to have

• Another Asian language (Japanese, Korean, Cantonese or similar)
• Experience with social media, influencer or marketing data
• Interest in fashion, beauty, luxury or culture
• Familiarity with HubSpot, Mixpanel or AI tools such as Claude

The attitude we're looking for

Ownership · Urgency with clients · Curious and self-directed · Quality-obsessed · Warm and personable · Solution-oriented · Proactive communicator · Open to new ways of working · Ambitious to learn and grow

Right to work

Must have the legal right to work in Taiwan at the time of application.