Feng Shuo
Senior Customer Success Manager, NAPA Shipping Solutions, NAPA China
Feng Shuo’s NAPA career started onboard ships, installing loading computers as a commissioning engineer. Today, he manages customer relationships in six Asian markets, working closely with European product teams across time zones. His story shows that a career at NAPA can take you somewhere you never expected, if you’re willing to keep learning.
In Feng Shuo’s role as a Senior Customer Success Manager for NAPA Shipping Solutions in China, he focuses on helping customers gain maximum value from NAPA solutions through demonstrating product value, onboarding, improving user engagement, and identifying upselling opportunities.
He also gathers customer feedback and feeds it back into product development. While he is based in China office, besides customers in China market, his customer portfolio also spans across Asia: Singapore, Japan, Philippines, Indonesia, and Thailand. That means his working day is often a mosaic of time zones, cultural nuances, and varied communication styles. On the other side of the world, our core development team resides in Europe. Those handovers sometimes stretch into his evening hours, but he genuinely sees them as a privilege rather than a burden. Those twilight calls are where the magic happens in his perspective and quick clarifications prevent months of misdirection, bringing us one step closer to a product that truly serves our customers across the globe.
Feng’s path to NAPA did not begin with a traditional maritime background. His major was Electrical and Information technology, but his first job was ship designer in a shipyard, thus an old user of NAPA Design solutions. When he joined NAPA Safety Solutions as a Commissioning Engineer in 2011, he mainly handled loading computer deliveries. Since 2015, he started shifting focus to NAPA Shipping Solutions, supporting Performance Monitoring and Voyage Optimization business development in China market. In 2022 he became a Customer Success Manager, and in 2023 he became a Senior Customer Success Manager at NAPA Shipping Solutions.
NAPA is more than a workplace. It’s a place to evolve, connect, and make a difference.
Looking back, his journey from shipboard installation to cloud-focused Customer Success Manager mirrors NAPA’s own transformation. The lesson he points to most across these roles is one he learned slowly: collective brainpower produces solutions far better than any solo effort. Early in his career, he used to think that individual grit and technical knowhow were enough. But over the years, especially since moving into Customer Success Manager role, he has seen that the toughest customer issues are never resolved by one person alone. A seamless handshake between sales, support, product management, and R&D turns a frustrated client into a loyal advocate. We have built a culture of psychological safety where no question is too silly, and no time zone barrier is too high. That culture, he believes, is NAPA’s real competitive advantage.
Since joining NAPA, Feng has experienced significant professional growth: not only in technical expertise but also in communication, project management, and strategic thinking. The best moments for Feng are when a customer, after a month or two of close work, decides to go with NAPA. Hearing the decision spoken aloud, online or in person, is what makes the run-up worth it.
His life outside work has changed alongside the role as well. The commissioning years meant long trips and stretches onboard ships, sometimes without internet – a rhythm that suited him at the time. Today, NAPA Shipping Solutions’ shift to cloud-based SaaS solutions fits a different phase of his life, giving him more flexibility day-to-day. Feng lives with his wife and two puppies and makes time for HIIT (High-Intensity Interval Training) workouts and sometimes yoga, which are seen as super-efficient exercises to keep healthy.
Fifteen years in, Feng still describes NAPA as a transparent, respectful place where people are trusted to grow and make meaningful contributions: “NAPA is more than a workplace. It’s a place to evolve, connect, and make a difference.”