Kai Chern C.
About Kai Chern C.
Kai Chern C. is a Senior Manager for APAC Customer Success at Ada, with extensive experience in customer retention and account management. He has previously held roles at Marina Bay Sands, Sprinklr, and Brand Alliance, and has achieved significant success in maintaining high revenue retention rates.
Current Role at Ada
Currently, Kai Chern C. serves as the Senior Manager for APAC Customer Success at Ada, a position held since 2022. In this role, he leads a remote team responsible for post-sales functions, which include Customer Success, Implementation, and Support for both Small and Medium-sized Businesses (SMB) and Enterprise segments. His leadership focuses on enhancing customer satisfaction and retention across the APAC region.
Previous Experience at Marina Bay Sands
Kai Chern C. worked at Marina Bay Sands as a Senior Analyst for Social Media & Chatbots from 2016 to 2019. During his three-year tenure, he was instrumental in achieving approximately 130% Net Dollar Retention (NDR) and 90% Gross Revenue Retention (GRR) against yearly targets. His role involved analyzing social media strategies and chatbot performance to improve customer engagement.
Experience at Sprinklr
From 2019 to 2020, Kai Chern C. held the position of Managed Services & Pre-Sales Consultant at Sprinklr. His responsibilities included consulting on managed services and supporting pre-sales activities, contributing to the overall success of client engagements. This role further developed his expertise in customer success strategies.
Educational Background
Kai Chern C. earned a Bachelor’s Degree in Mass Communications from Oklahoma City University, where he studied from 2010 to 2012. Prior to that, he completed a Diploma in Communications and Media Management at Temasek Polytechnic from 2005 to 2008. His educational background has provided a strong foundation for his career in customer success and communications.
Career Progression and Skills
Kai Chern C. has a diverse career trajectory, having worked in various roles including Communications Consultant at Brand Alliance and Marketing Manager at Terrapinn. He was also the first customer-facing hire in Singapore for Ada in 2020. His experience includes successfully rescuing churn-risk accounts and retaining high Annual Recurring Revenue (ARR) customers, showcasing his skills in customer retention and account management.