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Senior Customer Success Manager - Malaysia

Use Insider
Kuala Lumpur, Malaysia
Full Time
Posted July 25, 2025
Not Specified
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Application opens on company website

Job Description

A Senior Customer Success Manager is 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 SaaS platform through proactive engagement and performance management.

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 ensure 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 building relationships with customers and ensuring the services they need to receive maximum impact, with a focus on driving adoption and retention.
  • 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 all efforts to keep adoption and usage high and to drive value recognition among partners.
  • Experience providing the best use cases according to the partner’s needs, helping with panel usage, and training new partners.
  • Ability to act as a consultant to help partners use the company’s products in the best way according to their needs.
  • Responsibility for maintaining and improving metrics such as gross retention, Customer Satisfaction (CSAT), health score, and lock-in score of the partners, including taking proactive actions to improve these metrics.

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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