Customer Success Manager

Company Description Kaiyan Medical Group is a global leader in light-therapy solutions, providing turnkey programs for beauty, wellness, sports recovery, and clinical care. Through a network of 10 GMP- and ISO 13485-certified manufacturing plants and regional hubs in the USA, Europe, India, and Hong Kong, Kaiyan supports partners in over 100 countries with rapid certification, fulfillment, and local support. The company’s 300-person R&D team, extensive clinical datapoints, and large patent portfolio enable OEM/ODM solutions that meet international regulatory standards, including FDA 510(k), MDSAP, BSI, CE, and UK CA. From flexible wearables to full-body systems, Kaiyan focuses on transforming advanced light science into proven photobiomodulation (PBM) benefits for customers worldwide.
Role Description The Customer Success Manager is a full-time hybrid role based in Hong Kong SAR, combining on-site collaboration with flexibility for some work from home. This role is responsible for guiding customers through onboarding, training, and adoption of Kaiyan’s light-therapy solutions, ensuring they achieve desired outcomes and long-term value. Day-to-day responsibilities include monitoring customer health metrics, analyzing usage data, and proactively addressing challenges to promote retention and satisfaction. The Customer Success Manager will build strong relationships with clients, coordinate with sales, operations, and product teams to resolve issues, and collect feedback to support continuous improvement. The role also involves preparing customer-facing documentation, leading review meetings, and identifying opportunities for upsell and cross-sell aligned with customer needs.
Qualifications

• Strong customer satisfaction and customer service skills, with a focus on delivering a positive, solutions-oriented experience.
• Proven analytical skills to interpret customer data, identify trends, and support customer retention strategies.
• Demonstrated relationship building abilities to establish trust and maintain long-term partnerships with diverse stakeholders.
• Experience in customer retention and success management, preferably in healthcare, medical devices, wellness, or technology sectors.
• Excellent written and verbal communication skills in English; additional language proficiency relevant to the region is an advantage.
• Ability to work effectively in a hybrid environment, managing priorities independently while collaborating with cross-functional teams.
• Bachelor’s degree in business, healthcare management, life sciences, or a related field, or equivalent practical experience.
• Familiarity with CRM tools and customer success platforms; strong organizational and time-management skills.
• Comfort with data-driven decision-making and presenting insights to internal teams and customers.