Open to opportunities

Peng Chen

@pengchen

Message

Customer Success leader translating complex needs into scalable enterprise HR solutions.

China

Message

What I'm looking for

I’m looking for a customer-focused team where I can own end-to-end enterprise solution delivery—using data to improve NDR/renewals, strengthen customer health, and apply AI-enabled tools to scale adoption, drive executive alignment, and reduce delivery risk.

I’m a Customer Success Expert with 10+ years of enterprise SaaS & customer success experience, focused on turning complex customer needs into structured, scalable solutions. I work as the critical bridge between enterprise clients and internal product/engineering teams to ensure end-to-end solution delivery.

In my current role at Beisen, I serve regional key customers including Uniqlo, Jifeng Auto parts, Fotile kitchenware, TXC, and Oaks Group. I clarified requirements, aligned expectations, translated needs into scalable HR and talent solutions, and led executive-level QBR presentations to influence decisions and drive long-term partnership.

My results are measurable: in the Ningbo region, the NDR reached 122% last year—ranking top across the company. I also lead customer health improvement, risk mitigation, and solution optimization, collaborating across time zones and functions to scale adoption and business outcomes.

Previously, as Customer Operations Director (Innovation Department of Liepin) and Customer Success Director (Moka), I redesigned business plans toward customer-centric, scalable solutions, built cross-team workflows and governance, and managed a team of 12. I improved service capacity through repeatable processes (inventory, success/failure case analysis, training programs), drove product feedback loops, and strengthened renewals—while staying enthusiastic about applying AI-enabled tools in daily work.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Expert

Current

Beisen

Aug 2022 - Present (3 years 10 months)

Served regional key enterprise accounts and led end-to-end implementation by translating complex customer needs into scalable HR/talent solutions. Improved Ningbo region NDR to 122% (top in the company) through QBRs, health/risk management, and cross-functional execution with product/engineering.

& Customer Success NDR Growth Stakeholder Management solution implementation Customer Health Monitoring Cross Functional Collaboration

Customer Operations Director

Liepin

May 2021 - Jun 2022 (1 year 1 month)

Redesigned business plans and product strategies to shift from internal focus to customer-centric, scalable solutions. Partnered with product and R&D to convert market needs into roadmaps and built cross-team workflows/governance to improve delivery quality and efficiency.

Customer Centricity Product Roadmapping Business Planning Workflow Design Governance Business Analysis

Customer Success Director

Moka

Mar 2017 - May 2021 (4 years 2 months)

Led national customer success for an ATS/HR SaaS, managing a team of 12 and driving renewals and adoption. Delivered strong outcomes including NDR of 107% with 94% renewal rate (vs 98% average) in 2019, and NDR of 94% with 86% renewal rate (vs 88% annual average) in 2020.

Renewal Management Customer Health Team Leadership Customer Enablement ATS HR SaaS

KA Manager

Nowcoder

Mar 2016 - Mar 2017 (1 year)

Won enterprise contracts with Baidu, Ctrip, Google, and other major customers, and owned post-signature integration/docking support. Trained users to adopt the platform effectively and gathered customer input to improve both products and service.

Key Account Management Enterprise Contracting Customer Onboarding Technical Sales Support Customer Training

Sales Team Leader

Liepin

May 2013 - Mar 2016 (2 years 10 months)

Led sales team performance, winning multiple monthly/quarterly team championships and achieving Champion Team status in the 4th National Hundred Regiments War. Supported new project development by onboarding customers and capturing requirements to inform product and service improvements.

Sales Leadership Enterprise Sales New Customers Account Retention Customer Onboarding KPI Tracking

Sales

Zhaopin

Sep 2009 - May 2013 (3 years 8 months)

Handled new customer acquisition in junior sales and managed existing customer retention and accounts in senior sales roles. Provided ongoing customer management to support renewal and long-term relationship growth.

New Business Development Client Retention Account Management Sales Planning Customer Relationship Management