Customer Success Manager - Enterprise

What's the role?

The Customer Success team partners with leading enterprises across China and Greater China to help them adopt, operationalize, and expand the use of HERE’s location‑based platforms, APIs, data services and industry solutions. We support customers throughout the lifecycle—from pre‑sales to onboarding, adoption, expansion, and renewal. Our mission is to act as the Voice of the Customer, driving value realization and long-term partnership growth.

As a Customer Success Manager for Enterprise Multi‑Industry Accounts, you will manage a curated portfolio of strategic customers across sectors such as transportation & logistics, e‑commerce, mobility platforms, financial services, manufacturing, smart cities, and IoT/telematics. You will ensure successful deployment and continuous value generation from HERE solutions while identifying new opportunities for expansion. You will work closely with Sales, Pre‑Sales, Product, Engineering, Partner Management, Technical Support, and Program/Project teams in both China and global HERE hubs.

Your main responsibilities include:

• Developing and executing Success Plans tailored to enterprise customer needs, ensuring maximum value realization across HERE APIs, SDKs, data services, routing/optimization engines, tracking/visibility solutions, and platform capabilities.
• Driving onboarding, technical enablement, solution deployment, and continuous adoption across multiple business units within each customer.
• Building a strong understanding of each customer’s workflows, digital platforms, and location‑dependent use cases (e.g., logistics routing, fleet management, e‑commerce delivery, supply chain visibility, risk/fraud analysis, mobility & operations platforms).
• Guiding customers through design, integration, validation and deployment of HERE components, working closely with China‑based solution engineering and global product groups.
• Acting as the primary technical and program interface, ensuring customer requirements are translated into actionable workstreams and delivery outcomes.
• Managing multi‑stakeholder programs involving IT/engineering, product owners, operations, procurement, data science, and regulatory teams on the customer side.
• Anticipating risks, managing escalations, mobilizing cross‑functional teams, and ensuring consistent delivery excellence.
• Leading QBRs, roadmap sessions, business reviews, and ongoing governance to maintain alignment between HERE and customer strategic objectives.
• Identifying use cases for expansion across additional lines of business, platforms, or adjacent functions, including Fleet & logistics optimization, Urban mobility & location intelligence, Risk analysis, fraud, and geospatial enrichment, Smart manufacturing, IoT, and digital twins and financial services and e‑commerce logistics
• Collaborating with HERE’s China Partner ecosystem (cloud, SI, platform integrators, technology partners) to support customer solution delivery and scalability.
• Coordinating inputs with global product and engineering teams to shape roadmap discussions and resolve customer issues.
• Travelling up to 20% of your time domestically and internationally as needed for customer engagements, workshops, and program milestones.

Who are you?

To be successful in this role , you have a combination of customer leadership, technical depth, program management capability, and commercial acumen, along with strong knowledge of the China enterprise technology ecosystem. You also have the following qualifications, skills, competencies and experience:

• A Bachelor’s degree in Engineering, Computer Science, Information Systems, Data Science or related fields
• 10+ years of relevant customer success or customer program management experience, including experience in technical pre‑sales, technical consulting or solution delivery roles.
• Hands‑on experience across software development or cloud platform integration cycles
• Proven experience leading enterprise programs involving cross-functional teams in a B2B environment.
• Strong consultative and analytical skills, with the ability to translate complex business needs into technical solutions.
• Strong ownership mindset with the ability to build trusted customer partnerships.
• Experience in one or more relevant domains such as:
• Transport & logistics
• Mobility & fleet systems
• Ecommerce and on‑demand delivery
• IoT and smart industrial systems
• Cloud‑based enterprise solutions
• Ability to navigate complex organizational structures and influence without direct authority.
• Fluent in Mandarin and business level English skills and experience working with Chinese enterprise customers across multiple industries.
• Familiarity with China’s cloud ecosystem (Alibaba Cloud, Tencent Cloud, Huawei Cloud) and regulatory/data compliance requirements.
• Experience collaborating with or managing partner ecosystems (SIs, VARs, cloud partners).

Who are we?

HERE Technologies is a global leader in mapping, location data, and geospatial platform services. We support enterprises worldwide in achieving better outcomes—optimizing logistics networks, enabling mobility solutions, powering digital transformation, and improving operational intelligence.

We foster innovation, inclusion, and collaboration and welcome individuals who are driven to create meaningful impact across industries. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.