Customer Success Manager
3 days ago
Job Description
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 (not Exhaustive)
Some key responsibilities include:
- 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
- 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
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Malaysia
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