Customer Success Manager

3 weeks ago

Metro Manila Philippines Disprz Full time

Overview

As a Customer Success Manager (CSM) for the South East Asia region, you will play a critical role in ensuring our customers achieve their desired outcomes while using our products/services. You will be the primary point of contact for our customers, fostering strong relationships and driving customer satisfaction, retention, and growth.

Responsibilities
  • Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and initial setup; conduct product training sessions to ensure customers are effectively utilising our offerings.
  • Relationship Management: Build and maintain long-lasting relationships with customers, acting as their trusted advisor; understand customers' business objectives and develop tailored strategies to help achieve them.
  • Customer Support: Address and resolve customer inquiries, issues, and complaints in a timely and effective manner; collaborate with internal teams (e.g., sales, product development, support) to escalate and resolve complex issues.
  • Proactive Engagement: Regularly check in with customers to monitor satisfaction and identify opportunities for upselling or cross-selling; conduct periodic business reviews to ensure customers are achieving their goals and to provide recommendations for improvement.
  • Advocacy and Feedback: Serve as the voice of the customer internally, providing feedback to product and development teams to drive continuous improvement.
  • Renewals and Retention: Drive customer renewals by demonstrating the value of our products/services and ensuring customer satisfaction; identify at-risk accounts and implement strategies to mitigate churn.
  • Metrics and Reporting: Track and report on key performance indicators (KPIs) related to customer success, such as customer health scores, renewal rates, and NPS (Net Promoter Score); use data and analytics to inform decision-making and improve customer success processes.
Qualifications
  • We are looking for someone who's based out in Malaysia.
  • 5-8 years experience in customer success, account management, or similar customer-facing roles.
  • Proficient in English language.
  • Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent experience.
  • Experience in Software as a Service is a plus.
  • Excellent problem-solving, communication and interpersonal skills, with the ability to build strong relationships.
  • Proficiency in using customer relationship management (CRM) software and other relevant tools
  • Customer-centric mindset with a passion for helping others succeed.
  • Ability to thrive in a fast-paced, dynamic environment.

Location: Malaysia

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