Senior Customer Success Manager - Korea

Speak AI Inc.

Job Overview

Location

Seoul

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Customer Success Manager (CSM) for the Speak for Business (S4B) team in Korea, you will be at the forefront of our B2B growth, taking ownership of our most valuable direct customer accounts. This is a pivotal individual contributor role designed to set the benchmark for customer success excellence within Speak, with a clear trajectory towards leadership as our organization expands.
• Your primary mission will be to drive exceptional retention and expansion within your portfolio of strategic Korean accounts, directly contributing to our ambitious Net Revenue Retention (NRR) target of over 130%. You will be instrumental in shaping the foundational playbooks and best practices that will define our Customer Success function, acting as a player-coach who not only delivers outstanding results but also exemplifies world-class customer engagement.
• You will be responsible for cultivating and nurturing deep, trusted advisor relationships with key stakeholders within your assigned accounts. This involves orchestrating and leading strategic Quarterly Business Reviews (QBRs) and executive business reviews, ensuring they are not just meetings, but valuable strategic sessions that resonate with our clients and demonstrate tangible ROI.
• A core aspect of your role will be to champion and drive learner engagement and product adoption across your accounts. Your success will be measured by your ability to significantly boost activation rates and weekly active use metrics, showcasing the transformative power of Speak's AI-powered language learning solution.
• You will proactively identify and capitalize on expansion opportunities, including upsells, cross-sells, seat expansion, and the adoption of new use cases. This often requires close collaboration with our Sales team, ensuring a seamless and unified approach to customer growth.
• Beyond managing your own accounts, you will play a crucial role in codifying our success strategies. This involves building and meticulously documenting playbooks for critical processes such as expansion strategies, onboarding workflows, QBR templates, and customer health check procedures, based on real-world successes.
• You will be a go-to resource for your peers, sharing your expertise and best practices organically. By tackling complex accounts and challenging situations, you will demonstrate effective problem-solving and inspire continuous improvement across the entire CS team, without the need for formal training structures.
• Identifying and addressing operational inefficiencies within our CS workflows will be a key responsibility. You will take initiative to build practical solutions, ranging from enhancing reporting capabilities and improving expansion tracking mechanisms to ensuring data integrity and hygiene.
• As Speak scales, you will contribute to the development of future CSMs. By being a readily available thought partner and demonstrating our highest operational standards, you will support the onboarding and growth of new team members, ensuring a consistent and high-quality customer experience.
• This role is ideal for a high-achiever who thrives in a dynamic environment, possesses a deep understanding of B2B SaaS customer success, and is eager to make a significant impact while paving a path toward future leadership opportunities.
• You will be working with some of Korea's most valuable businesses, helping them unlock the potential of their workforce through cutting-edge AI language learning technology. Your efforts will directly contribute to Speak's mission of revolutionizing how people learn languages, making fluency accessible and achievable for a broader audience.
• The strategic importance of this role cannot be overstated. You will be a critical link between our product, our customers, and our growth objectives, ensuring that Speak continues to deliver unparalleled value and maintain its position as a leader in the AI-driven education space.

🎯 Requirements

• 5+ years of experience as a top-performing Customer Success Manager or Account Manager in B2B SaaS, with a proven track record of success in both customer retention and expansion.
• Native or near-native fluency in Korean, coupled with business-level proficiency in English, enabling seamless daily collaboration with Speak's global teams.
• Demonstrated ability to manage strategic accounts, including proficiency in running effective QBRs, developing comprehensive account plans, cultivating executive-level relationships, and presenting data-driven insights that influence customer actions.
• A proactive and constructive problem-solver who identifies challenges and develops practical solutions, earning trust by actively fixing issues rather than merely reporting them.
• Strong operational acumen, with comfort in building processes, documenting playbooks, and establishing structure in dynamic environments.
• A collaborative, team-first mindset, with the ability to influence peers through expertise and example, and a genuine desire to help others grow without formal authority.
• Demonstrated interest and potential for growing into people management, as this role offers an explicit path to a Team Lead position based on performance.

🏖️ Benefits

• Opportunity to join a rapidly growing, well-funded Series C startup that has achieved product-market fit, offering a chance to significantly influence the company's trajectory.
• Work with a highly respected and dedicated team, fostering a culture of continuous learning, professional growth, and mutual admiration.
• Be part of a global company with operations in over 40 countries, offering opportunities for international collaboration and potential travel.
• Make a profound impact on individuals' lives by helping them achieve their language learning goals, addressing a significant market need where current solutions are often broken.

Skills & Technologies

Senior

Onsite

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Speak AI Inc.

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About Speak AI Inc.

Speak AI Inc. provides an AI-powered platform that records, transcribes, and analyzes audio, video, and text data in over 70 languages. It converts unstructured conversations into searchable, shareable insights and automatically identifies keywords, topics, and sentiment. Teams use the service for qualitative research, sales calls, meetings, and academic interviews, gaining dashboards and reports without manual tagging. The company also offers an API and integrations with Zoom, Google Meet, and other tools, enabling embedded transcription and analytics workflows.

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