Singapore
7+ years in the SaaS, AI, and Fintech ecosystem as a Strategic Customer Success Manager, focused on solving high-stakes challenges for both digital natives and traditional enterprises across APAC and the Greater China Region. I thrive in the "messy middle": turning ambiguous requirements into plans that teams can ship and customers can actually use. From scaling financial infrastructure at Stripe to driving ML-led growth at Appier, I’ve owned strategic portfolios end-to-end and built a scalable CS rhythms (health frameworks, success playbooks, and cross-functional alignment) that drive retention and expansion. I excel in fast-paced, innovative environments, believing that technology is only as powerful as the value it creates for the people using it. Passionate about community and innovation, outside of work, I also serve as Co-MD of Girls in Tech Taiwan, where I organize initiatives to empower women to "build cool things that matter." Specialties: Enterprise Customer Success • AI/SaaS/Cloud Strategy• Value Realization • Exec Stakeholders Management• Cross-Border Expansion (APAC/GCR) • Churn Mitigation.
Partnering with APAC top digital natives (e.g., ByteDance, Shein, Zoho) to scale their global financial infrastructure. ◆ Global Expansion Strategy: Orchestrated the global go-to-market strategy for a $50M+ ARR portfolio, achieving 140%+ NRR by driving multi-product adoption across cross-border payments and risk solutions. ◆ Market Expansion: Led a cross-functional initiative to launch local payment methods in Greater China, unlocking $100M+ in quarterly volume and enabling global entry (deliveroo, uber etc.) for 65+ merchants. ◆ Scaled Customer Success: Designed data-driven scaled accounts frameworks and digital engagement strategies (webinars, roundtables) to predict churn and scale coverage. These initiatives uncovered ~$400K/month in upsell pipeline, achieved a 25% engagement rate, and were adopted globally in 2025 as the standard. ◆ Executive Governance & Crisis Management: Acted as a primary strategic advisor to C-Suite stakeholders during high-stakes negotiations. Successfully secured the renewal of an $80M/month key account and converted a critical fraud crisis into a 2x product upsell opportunity.
Relocated to Singapore as a founding member of the SEA team, spearheading market expansion and enterprise adoption. ◆ Best Appier Award 2022 Recipient (one of only 3 recipients company-wide). ◆ Strategic Portfolio: Managed mission-critical enterprise accounts, including MNC Group (Indonesian conglomerate), Senheng (Malaysia) and big bank in Thailand. ◆ Regional Leadership & Enablement: Led product training and onboarding strategies for CSM teams across all the new markets (SEA, Japan, and Korea), standardizing best practices for campaign marketing strategy and client success. ◆ Product Strategy & Adoption: Achieved the highest feature adoption rate by acting as the strategic bridge to Product teams; drove the key feature, recommendation model updates that aligned complex AI capabilities with the business goals of Banking & Retail enterprises.
Driving revenue retention and digital transformation for key accounts across Taiwan, Hong Kong, China, Indonesia, and Malaysia. ◆ Revenue Growth: Managed a US$250K+ ACV portfolio, achieving 50% + YoY revenue growth through strategic AI tool adoption. ◆ Churn Mitigation: Executed turnaround plans for at-risk strategic accounts, achieving the lowest churn rate in the region. ◆ Performance Optimization: Analyzed campaign data to optimize key metrics by 20%+, providing actionable, data-driven strategies that solidified client trust.
Establishing global operational frameworks to scale customer success efficiency. ◆ Operational Excellence: Established the Global Business Success framework and standardized onboarding SOPs, improving regional delivery efficiency by 60%. ◆ Top Performer: Consistently ranked as a top-performing BSM with a customer satisfaction (CSAT) score 2x higher than the team average.
Spearheading the implementation of O2O CRM strategies for Taiwan's leading retail brands. ◆ Client Success: Designed member loyalty programs and coached brand decision-makers from top-tier brands (including Timberland, LVMH and Levi’s) on data-driven CRM strategies. ◆ Process Engineering: Engineered the standard onboarding framework for the newly formed CRM unit, reducing project import and activation timelines by 50%.
Bridging the gap between client business operations and engineering execution. ◆ Integration Leadership: Led end-to-end ERP integration projects for e-commerce Key Accounts, translating complex operational requirements into technical specifications for engineering teams.
◆ Built the repair stock estimation formula for quick repairs service, and predicted to reduce 80% repairing time. ◆ Designed invitation, based on the brand image. Successfully created buzz in customers with over 60% of customers call-back. ◆ Executed 2016 recruiting film.