Customer Success Manager (Mandarin Fluency Essential)

Customer Success Manager (Mandarin Fluency Essential) At InPost we hire awesome people who aren’t afraid to bring ideas to the table, to make mistakes, and challenge the norm! We usually respond within a week Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a ­­­­ Customer Success Manager to join our International Partnerships Commercial team! Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel. At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door. About the role: You'll own a portfolio spanning International Marketplaces, International Resellers, and Domestic Resellers — including major Chinese-origin platforms such as Shein, Temu, TikTok Shop, and AliExpress. Because so much of this portfolio is China-facing, fluent Mandarin is essential so you can build trust, resolve issues, and negotiate confidently with partner teams in their own language. What you’ll be doing: Manage an assigned portfolio of partnership accounts, tracking performance against agreed volume and revenue targets and taking proactive steps to retain, protect, and grow it. Build and maintain strong working relationships with assigned partners, acting as a reliable, responsive point of contact at operational and management levels. Serve as the day-to-day commercial contact for assigned partners — handling service queries, escalations, and issue resolution alongside the Senior CSM and Operations. Conduct regular partner reviews and check-ins to assess satisfaction, review performance, and identify opportunities for volume and revenue growth. Lead commercial discussions and independently manage negotiations — upsell, cross-sell, and volume development — within your portfolio. Develop a working knowledge of cross-border parcel flows, specifically China-to-UK, from first-mile collection through customs clearance to entry into the InPost UK network. Understand InPost's end-to-end delivery network, SLA framework, and growing APM locker infrastructure to support credible, informed partner conversations. Represent InPost externally at meetings and industry events, with flexible working hours to accommodate China and other origin-market time zones. Work closely with Chinese-origin marketplace and reseller partners day-to-day, using fluent Mandarin to manage relationships, resolve issues, and negotiate commercial terms. What we need from you: We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly. Fluent, business-level Mandarin — essential for this role, given the China-facing nature of the portfolio and day-to-day contact with Chinese-origin marketplace and reseller partners. Fluent English also required. Experience in logistics, cross-border freight, or ecommerce delivery; knowledge of Chinese ecommerce and cross-border logistics; understanding of customs clearance and UK import/export processes; technical understanding of shipping integrations and carrier tracking systems. Experience in account management, client relationship management, or customer success in a B2B environment. Have worked in a fast-paced, commercially demanding environment managing multiple client accounts. Developing commercial acumen, with an understanding of account management and P&L drivers. Familiarity with cross-border parcel and international logistics operations. Salesforce CRM or equivalent CRM competency, with strong data analysis and reporting skills. Excellent verbal and written communication skills, and strong organisation and problem-solving abilities. A-levels or equivalent required; degree-level education beneficial. You Are Self-motivated and results-oriented, with a clear focus on partner retention and growth. Relationship-focused, with a genuine commitment to partner satisfaction and service quality. Attentive to commercial detail — organised, methodical, and reliable. Adaptable and comfortable operating in a fast-paced, international commercial environment. Culturally aware, able to work effectively with clients from diverse international backgrounds. A collaborative team player who actively seeks support and guidance from senior colleagues. Proactive in identifying and resolving partner issues before they escalate. The InPost process: We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role. At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves. Division InPost UK Offices Department Commercial Locations UK Wide Remote status Hybrid Employment type Full-time