ByteDance Looking for Customer Success Manager – Lark at San Francisco, CA Full Time

Lark is a next-generation team productivity suite that boosts organizations’ efficiency, creativity, and engagement. It seamlessly integrates Messenger, Docs, Calendar, Video calls, Emails, OKR, and more into one easy-to-use app.

Why Join Us:
At ByteDance, our people are humble, intelligent, compassionate and creative. We create to inspire – for you, for us, and for millions of users across all of our products. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at ByteDance.

Team Introduction:
At Lark, we believe Customer Success is more than process, more than QBRs, more than retention. Customer Success is the foundation of any B2B SaaS company, where Customer-Led Growth is critical to both how you scale the business and how you build the product.

Our goal is simple – help the customer love the product and become our strongest Lark advocate. With the full support of the organization, and a broad cross-functional scope + mandate, we’re here to champion the customer and be championed in return.

About the Role:
As an early member of our Customer Success team, you will lead the charge on understanding and championing our customers – equipped with the knowledge of what it takes for customers to succeed with Lark, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business while exemplifying an empathetic, customer-centric perspective.

There’s no single right way to become a trusted thought partner, and each customer is unique, so this role will require you to play on all levels — from engaging with the executive team on high-level strategy, to rolling up your sleeves and working in the trenches; from crafting product demos to approaching everything we do from a data-driven perspective. If wearing many hats is not only feasible but exciting to you, we’d love to chat!

What You’ll Achieve:

• Help build the foundations of Customer Success at Lark: As an early member of our success team, you’ll be instrumental in helping define our vision and culture.
• Serve as the customer’s trusted advisor and product expert: In addition to training, onboarding, and working sessions, you’ll go above and beyond to deeply understand our customers’ businesses and dig deep into how Lark can help take them to the next level.
• Meaningfully shape our future product: As you engage with customers, you’ll gain insights to help us serve them better — and work with product to inform what we do next.
• Drive adoption, retention, expansion, and advocacy: Help our customers love Lark, and work with them to share their success with everyone else.
• Elevate your skills as we tackle our most impactful challenges: We’re here to solve a world-class problem, with the passion and resources to pull it off — and there’s so much more to do and learn.

Skills You’ll Need to Bring:

• You have a growth mindset and thrive in the building stage of a nascent team
• You view setbacks as learning opportunities, not failures
• You can put yourself in others’ shoes and see situations from perspectives other than your own
• You’re motivated by seeing others succeed and grow when you partner with them
• You’re highly adaptable, easily acclimating to a rapidly changing business and industry
• Strong intrinsic motivation to be a top performer and contribute to a team
• You love getting to know new people and helping them solve their business problems

Nice to Haves:

• You’ve been a first or early hire at a fast growing start up before
• You’ve got strong technical chops
• You have experience using Lark, or other enterprise collaboration software

Qualifications:

• 5+ years in a customer-facing role is preferred. Solid experience in enterprise software implementation consulting, technical architecture, or highly relatable functions.
• Ability to drive change within our customers and internally
• Highly technical and able to communicate with cross-functional teams of varying technical savviness to succeed in managing projects
• Strong interpersonal skills and experience in quickly building customer relationships
• Able to quickly learn new configuration and customization skills along with having good product sense for innovative enterprise software.
• Previous experience in a SAAS and/or technology company.
• A Bachelor’s degree is required, preferably in a technical field or technical acumen developed through relevant experiences.
• Excellent verbal and written communication. Fluency and proficiency in another language other than English is a definite bonus to interact with our overseas customers
• Have a continuous improvement mindset and contribute to the process of the team
• Self-driven and track record of exceeding goals.

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

ByteDance is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to us at [email protected].