• Manage relationships with clients, ensuring their satisfaction with our services.
• Conduct regular touchpoints such as check-ins, and monthly/quarterly business reviews.
• Identify areas for improvement and opportunities for growth.

• Collaborate with the onboarding team to onboard new customers.
• Set expectations, understand client needs, and ensure a smooth transition to our platform.

• Provide additional training to customers on platform usage, tools, and features.
• Work closely with the product team to ensure clients understand and maximize the platform's capabilities.

• Analyze customer data to identify trends, patterns, and opportunities for improvement.
• Develop strategies for increasing customer retention, reducing churn, and increasing revenue.

• Act as an advocate for customers within the company.
• Ensure customer needs are met and our platform evolves to meet their changing needs.
• Share feedback with wider teams.

• Work closely with sales, operational, and product development teams to ensure our platform and services meet customer needs.

• Work on renewing customer contracts and identifying opportunities for upselling and cross-selling our services.
• Understand our pricing model and effectively communicate the value of our services to customers.

• Lead and coach junior Customer Success colleagues handling accounts within the same vertical/country.

• 3-5 years in a customer-facing role.
• Account management experience, ideally for business customers in SaaS, e-commerce, or logistics industries.

• Understanding of SaaS platforms and the logistics industry.
• Technical troubleshooting skills to identify, troubleshoot, and solve customer issues.
• Strong analytics and data interpretation skills to improve customer success metrics.

• Fluent in both written and spoken English and Chinese.

• Excellent communication skills, able to articulate complex ideas simply, listen actively, and communicate with technical and non-technical audiences.
• Active listening skills to understand customer needs and feedback.
• Analytical thinking to analyze data, identify trends, and develop strategies for improvement.
• Strong relationship management skills to build and manage relationships with customers, internal teams, and stakeholders.
• Customer service-oriented mindset with a ‘can do’ attitude.

• Annual performance bonus.
• 25 days PTO
• HMO
• MacBook
• Annual learning and development budget.
• Hybrid set-up.

Locad is the logistics engine for e-commerce brands to automatically store, pack, ship, and track orders across Asia-Pacific.

Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, with more locations opening soon.

Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Locad. All Systems Go.