Customer Success Manager - Malaysia
Use InsiderKuala Lumpur, Malaysia
Full Time
Posted December 22, 2023
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Job Description
The Customer Success Manager will drive customer adoption and retention by building relationships and ensuring clients receive maximum value from the services. This role involves coordinating with various teams, providing training, and proactively managing key performance metrics.
Key Responsibilities
- Drive adoption and retention of the platform
- Build relationships with customers to ensure maximum impact
- Coordinate with Product Onboarding, Technical Account Management, and Account Management teams
- Orchestrate efforts to maintain high adoption and usage
- Provide tailored use cases and assist with panel usage
- Train new partners on product usage
- Consult partners on best practices according to their needs
- Monitor and improve gross retention, CSAT, health score, and lock-in score
Requirements
- Proven experience in a Customer Success Manager role or similar, with a focus on driving adoption and retention.
- Ability to build relationships with customers and ensure they receive the services needed for maximum impact.
- Experience working in coordination with Product Onboarding, Technical Account Management, and Account Management teams.
- Demonstrated ability to orchestrate efforts to keep adoption and usage high while driving value recognition.
- Experience in providing best use cases according to partner needs, helping with panel usage, and training new partners.
- Proven ability to act as a consultant to help partners use products effectively according to their needs.
- Responsibility for gross retention, CSAT, health score, and lock-in score of partners, with proactive actions to improve these metrics.
Benefits & Perks
Compensation/salary range
Work schedule
Work environment perks
Any additional benefits
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