Job description

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. ByteDance has a suite of more than a dozen products, including Lark, TikTok, Douyin, Toutiao, Helo and Resso, in over 150 markets with offices in 126 cities, including Los Angeles, New York, San Francisco, Chicago, Austin, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, Tokyo, Guangzhou, Shanghai and Beijing.
About Lark

Lark is an online communication and collaboration platform that helps businesses effectively and rapidly manage workflow. Lark combines a multitude of essential tools in a single platform including Messenger, Docs, Calendar, Video Conferencing, and Workplace, which integrates third-party applications for teams to easily manage tasks and stay in sync.

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.

We are looking for Customer Success Managers to join our fast-growing and fast-paced enterprise software team in North America. The Customer Success organization works closely with customers to build trust and understand their business needs & challenges. They ensure the successful launch of Lark to solve the customer’s needs and drive adoption. Our Customer Success Managers continually drive business value for our Customers’ while partnering with Sales team, Solution Engineers, Product Management and Marketing.

What You Will Do

• On-board and guide customers to enable a seamless implementation experience.
• Understand every aspect of the customer business, their Lark experience and prioritize customer needs
• Build & Sustain relationships with identified accounts by becoming trusted advisor to decision makers and executive buyers.
• Identify critical customer challenges and advise better solutions
• Act as internal advocate for customers by providing client feedback
• Coach customers to be Lark experts. Enable their teams on Lark best practices and self-serve resources so they become increasingly self-sufficient
• Delivering, measuring, and communicating value realization for our customers, throughout the customer lifecycle

Qualifications

• 5+ years in a customer-facing role is preferred.
• Ability to drive change within our customers and internally
• Strong interpersonal skills and experience in quickly building customer relationships
• 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
• History of success as a customer success role and/or account management role, or equivalent in a dynamic, start-up environment
• Have a continuous improvement mindset and contribute to the process of the team

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 USRC@bytedance.com.

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