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Role detail
Customer Relationship Management: You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and customer health, leveraging partnerships with other account team leaders and guidance from experienced colleagues. Incident Management and Resolution: You will effectively manage customer incidents and escalations end-to-end, coordinating across internal teams to ensure timely resolution and clear communication. You will drive structured incident response processes, provide regular status updates to stakeholders, and lead post-incident reviews (e.g., root cause analysis and improvement actions) to prevent recurrence and enhance overall service reliability. You will collaborate with the account team to link Customer Success Plans with account plan priorities and develop bookable programs of work. You will support the delivery of program planning and customer-facing program reviews, prioritize engagements, and interact with key technical stakeholders to achieve agreed-upon customer outcomes and account priorities, ensuring ongoing customer success. Consumption and Usage Management: You will identify opportunities to improve adoption and take proactive actions to drive increased usage. Retention and Risk Management: You will develop an understanding of retention and churn trends within your customer portfolio, proactively identifying risks and opportunities to improve long-term customer success and satisfaction. Bachelor's Degree or Master's Degree in Business, Computer Science, or a related field and multiple years of experience in customer success, solution delivery, project or program management, customer-facing consulting, or portfolio management Proven experience working as a Customer Success Manager or in a similar customer-facing role Strong proficiency in cloud technologies or modern application architectures Hands-on experience with Kubernetes-based container orchestration platforms (e.g., deploying, managing, and troubleshooting containerized applications), regardless of cloud provider Experience with DevOps practices and tools, including CI/CD pipelines, infrastructure as code, monitoring, and automation to support reliable service delivery and operations A proactive individual with a strong “can-do” attitude and an innovative, out-of-the-box approach to problem-solving and delivering customer impact Fluent in Korean (written and spoken) and Professional working proficiency in English. Practical experience or solid understanding of AI solutions, including applying AI capabilities to real-world customer scenarios and driving adoption Experience working across multiple industries Demonstrated experience in program and project management Experience supporting enterprise customers with complex cloud environments, including hybrid or multi-cloud scenarios