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Customer Success Manager - Malaysia

Use Insider
Kuala Lumpur, Malaysia
Full Time
Posted December 22, 2023
Not Specified
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Job Description

A Customer Success Manager responsible for driving customer adoption and retention by building strong relationships, providing training and support, and ensuring clients maximize the value of the company's AI-native SaaS platform for customer experience and marketing.

Key Responsibilities

  • Proactively drive customer adoption and retention
  • Build and maintain relationships with customers
  • Coordinate with Product Onboarding, Technical Account Management, and Account Management teams
  • Serve as the primary contact for partners
  • Orchestrate efforts to maintain high adoption and usage of the platform
  • Provide use case recommendations tailored to partners
  • Assist partners with panel usage and training new partners
  • Act as a consultant to optimize product use based on partner needs
  • Monitor and improve metrics such as gross retention, CSAT, health score, and lock-in score

Requirements

  • Proven experience in a Customer Success Manager role or similar position involving driving customer adoption and retention, with a focus on building relationships and ensuring maximum impact for clients.
  • Experience working in coordination with Product Onboarding, Technical Account Management, and Account Management teams, and acting as the primary contact of the partner.
  • Ability to orchestrate efforts to keep customer adoption and usage high and to drive value recognition.
  • Experience providing use case recommendations tailored to partner needs, assisting with panel usage, and training new partners.
  • Strong understanding of metrics such as gross retention, Customer Satisfaction (CSAT), health score, and lock-in score, with the ability to take proactive actions to improve these metrics.
  • Educational background or professional experience relevant to SaaS, Customer Success, or related fields (specific degree requirements are not explicitly stated but implied).
  • Excellent communication and interpersonal skills to build and maintain customer relationships and to serve as a trusted consultant.
  • Ability to work collaboratively with cross-functional teams including Product, Technical, and Account Management teams.
  • Demonstrated ability to proactively manage customer accounts and improve customer health scores and retention metrics.
  • Physical and mental capacity to manage multiple client relationships and metrics simultaneously, with a focus on delivering high-quality service.

Benefits & Perks

Compensation/salary range (not specified in the posting)
Work schedule (not specified in the posting)
Work environment perks (not specified in the posting)
Equal opportunity in a zero-discrimination workplace

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