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Ma Jiaxun

@majiaxun

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Customer Success leader driving SaaS growth through data-driven delivery and product optimization.

China

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What I'm looking for

I seek a senior Customer Success role in a growth-oriented SaaS company where I can build delivery systems, drive data-informed product improvements, and scale customer outcomes.

I am a Customer Success leader with over nine years of cross-platform SaaS and e-commerce delivery experience, skilled at building delivery systems from 0 to 1 and improving client retention and platform performance.

I have led teams to create standardized SOPs, dashboards, and tiered support mechanisms that increased delivery efficiency by 30%, lifted user engagement by 26.7%, and contributed to nearly 15% GMV growth while maintaining client satisfaction above 95%.

I work collaboratively across product, R&D, and commercial teams to turn customer feedback into actionable product improvements, and I bring multilingual remote-collaboration experience with fluency in Chinese, English, and Japanese.

Experience

Work history, roles, and key accomplishments

Customer Success Senior Manager

Zhejiang Zihu Technology Co., Ltd.

Nov 2022 - Aug 2024 (1 year 9 months)

Led a 10-person customer success delivery team, built standardized EAP SaaS delivery SOPs and dashboards, improved team delivery efficiency 30% and maintained client satisfaction above 95%, contributing to 15% platform GMV growth and ¥1M+ excess profit.

Customer Success SaaS Delivery Dashboarding Stakeholder Management Team Leadership Data Analysis

Customer Success Manager

Alibaba Group

Aug 2021 - Jul 2022 (11 months)

Designed and executed regional merchant training and recruitment programs, recruited 253 target merchants (162% of target) in six months, improved recruitment efficiency 50% and reduced monthly labor costs by ~¥120,000.

Customer Success Process Optimization Recruitment Project Management Performance Metrics

Customer Success Manager

Youzan Technology Co., Ltd.

Sep 2018 - Jul 2021 (2 years 10 months)

Managed full lifecycle for 4,000+ clients, implemented health scoring and growth systems achieving a 60% personal renewal rate and generating nearly ¥2M annually while scaling training to cover 40,000 merchants.

Customer Lifecycle Management Health Scores SOPs Training Development Product Feedback Data Analysis

Customer Delivery & Operations

Hangzhou Songlu Network Technology Co., Ltd.

Mar 2017 - Apr 2018 (1 year 1 month)

Built end-to-end delivery processes and onboarding SOPs for a high-end homestay platform and planned 50+ marketing campaigns, contributing ¥2–3M GMV growth.

Onboarding Process Design Operations Campaign Planning GMV Project Coordination SOP Development

Customer Operation Associate

Hangzhou Destination Technology Co., Ltd.

Aug 2015 - Feb 2017 (1 year 6 months)

Managed global travel supplier partnerships and led cross-border API integration projects including collaboration with Viator to expand supplier connectivity.

Supplier Management API Integration Partnership Development Project Coordination

Project Delivery Manager

Shanghai Ellery (Trading) Co., Ltd.

Nov 2014 - Jul 2015 (8 months)

Coordinated home textile production and cross-departmental projects with suppliers and U.S. headquarters, establishing foundational project management and cross-cultural collaboration processes.

Project Management Supplier Management Cross Functional Communication Production Coordination Stakeholder Management Collaboration