Client Success Manager - APAC [Shanghai]

Job description

๐Ÿš€ Who are we?

At Grip, weโ€™re passionate about bringing professionals together to move markets forward faster. Our leading Market Engagement Platform for Event Organisers enables our clients to create Virtual, Hybrid, and Live event experiences in a single solution. Making it easier for event participants to connect, engage and do business.


Grip works with 12 out of 20 of the largest Event Organisers globally and is known for its leading AI-powered matchmaking engine, used to establish millions of valuable connections at thousands of events. As a multi-award-winning global leader in AI-powered tech, we pride ourselves on being real innovators in the event tech space.

Grip recently completed a $13M Series A funding round led by Kennet Partners, a well-known London-based VC Fund. Other investors at Grip include leading entrepreneurs Brent Hoberman (CEO and Founder at Lastminute.com, Made.com, Founders Factory), Arnaud Massenet (Co-Founder at Net-a-Porter), and Jeremy Roche (FinancialForce, Unit4).


We are currently looking to expand to the APAC region to cater to our local clients and strengthen our relationship in that geographic area.

Job requirements

๐Ÿš€ About the position:


Working as the first APAC-based Client Success Manager at Grip will mean that you're responsible for providing our APAC - clients (event organisers) with an excellent customer experience while delivering an outstanding implementation of the Grip Event Networking Solution at their event, you will be in charge of gathering strategic information about the needs and wants of clients in that region and feed back those valuable information to the Operational & Revenue generating teams.

This means regular meetings to train clients on our platform [virtually or in person], providing them with regular status updates as well as sharing best practices to maximise success. Furthermore, you will occasionally travel and attend events to provide onsite support and represent the Grip brand.


We're building a remote team in APAC, but our strong preference is for candidates in Shanghai where one of our partners, InfoSalons is based.

๐Ÿš€ Core Responsibilities:ย 

  • Manage a portfolio of events/clients in the Asia Pacific region and ensuring the success of the events
  • Develop effective customer relationships to grow accounts and feed potential leads back to the sales team.
  • Deploy and adapt Grip Client Success best practices to the Asia Pacific market with the support of the department lead based on market differences to ensure success of Grip in that geographic region
  • Work with the wider Project Management team on assigned clients to ensure successful event delivery. Monitoring of delivery plans, status reporting of progress and escalation to the manager and/or team when necessary.
  • Follow up with customers when necessary to ensure an outstanding customer experience is provided resulting in up-sell and cross-sell opportunities as well as an excellent renewal rate.
  • Maintain a full understanding of the Grip products to ensure top quality assistance for our clients.
  • Represent the brand. As the voice of Grip, youโ€™ll always provide an engaging, positive, vibrant and extraordinary customer experience.
  • Supporting the client with understanding their requirements, collecting data, delivering analysis and problem resolution.
  • Things move pretty fast at Grip so, although your role will be focussed on keeping our clients happy, it's likely you'll end up wearing quite a few hats and gaining experience across a variety of responsibilities.

๐Ÿš€ Experience and Skillsย 

  • Experience in managing a portfolio of clients and growing the relationship over time (Account Management experience)

  • Knowledge of the event industry (trade shows, conferences, corporate events) in the B2B and B2C sphere is a plus

  • Ambitious, adept at managing multiple tasks simultaneously, well-organised and dependable. Can be relied on to uphold responsibilities assigned.

  • Relevant work experience in a technology environment, with a history of successfully managing stakeholders in a business environment.

  • Attention to detail, with the ability to understand concepts and situations within the customer success cycle to guarantee its success.

  • Precise written and verbal communication skills in English, with great interpersonal skills.

  • Strong cross team/group/organisation collaboration skills. Liaising at all levels of management, both internally and externally.

  • Experience in handling customer complaints/customer care and working with internal teams to resolve issues.

๐Ÿš€ Grip Benefits

  • Opportunity to take the lead in shaping an entire industry through AI
  • Competitive bonus on client NPS score, client referral numbers and event renewal rate
  • A world-class team of sales, operations and engineering
  • Travel to world-class events with all expenses paid
  • Kind, fun and ambitious company culture

๐Ÿš€ We look for people that live by our values:

  • Growth Mindset - be curious, take ownership, and share knowledge freely and openly

  • Be Nice - listen to understand, respect others and support your team members

  • Transparency - Open and clear communication, speak up about problems, and be honest

  • Can-do Attitude - Take ownership of your work and do what it takes to make it a success

  • Value Focused - work smart, understand what drives KPIs, always keep our clients in mind