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Customer Success Manager

4 weeks ago

Pasay, National Capital Region, Philippines Disprz Full time

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.
Required Skillset
  • Location: based in Malaysia.
  • 5-8 years experience in customer success, account management, or similar customer-facing roles.
  • 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.

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