INFORMATION TECHNOLOGY SERVICE MANAGER

Short Description of the Company’s background

PingCAP is a world-leading provider of open-source, distributed SQL databases, built for the era of AI-native applications. Our flagship product, TiDB, is an AI-native distributed SQL database that unifi estransactions, analytics, and vector search in a single platform — deliver ingelastic scalability, high availability, and real-time performance (HTAP) for mission-critical workloads. TiDB is purpose-built for agentic AI, providing ACID-guaranteed transactional memory, real-time state management, and native integrations with MCP, LangChain, and Llama Index for AI agents at scale. Large and high-growth organizations in markets as varied as financial services ,logistics, gaming, e-commerce and software as a service have successfullydeployed and expanded their TiDB footprint on mission-critical applications.Trusted by innovators worldwide, with 40,000+ stars on GitHub. Learn more aboutPingCAP careers and join us at the forefront of innovation and growth.

Job Description
• Own the customer success strategy and operating model, from onboarding and time-to-value through adoption, renewal, and expansion, across all regions and segments.

• Lead and manage the front line technical service organization — Customer Success Managers (CSM), Technical Support Engineers (TSE), and Professional Service Engineers (PSE) —establishing clear goals, territories, and career growth paths.

• Recruit, coach, and develop ahigh-performing team, fostering a customer-obsessed culture of transparency, accountability, and continuous learning.

• Define and run customer health programs — health scoring, QBRs, success plans, and churn-risk management — to drive predictable retention and net revenue retention.

• Ensure service excellence across support and professional services, including SLA adherence, delivery quality, and successful onboarding and implementation engagements.

• Partner with sales and marketing on the full customer lifecycle to drive renewals, upselling, and expansion revenue.

• Act as an executive sponsor for strategic accounts, building trusted relationships with customer executives and aligning on outcomes and roadmaps.

• Collaborate with product and engineering to translate customer insights into roadmap priorities and product improvements.

• Establish and report on customer success metrics —adoption, health, churn, NPS, and expansion — with clear visibility to leadership.

Job Requirements
• 8+ years of experience in customer success, technical support, or professional services, with 3+ years leading multi-disciplinary, customer-facing technical teams, preferably in data infrastructure, databases, or cloud platforms.

• Proven track record of building and scaling customer success organizations, improving retention and net revenue retention, and reducing churn.

• Strong understanding of enterprise software lifecycles, SaaS business models, and CxO-level stakeholder management.

• Experience with data-driven customer health programs, churn analytics, and forecasting.

• Excellent leadership, communication, and coaching skills, with the ability to inspire and develop talent.

• Self-directed and comfortable operating in a fast-paced, global, startup environment.

• Qualifications

Bachelor’s degree in computer science, software engineering, or a related discipline.

BIPO Service (Singapore) Pte. Ltd.

EA License No. : 18S9180