Customer Success Manager - Malaysia

As a Customer Success Manager, you will be proactively driving adoption and retention. You will be building relationships with the customers and ensuring the services they need to receive maximum impact. You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner. Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition.

Responsibilities

Be the face of Insider to clients and bridge between their needs and technology; Help clients understand their needs and which features and products best match their goals; Ensure clients utilize technology at their best and monitor adoption; Work with engineers, developers, and product specialists to ensure full tech support; Develop and maintain key account plans to boost value for clients; Proactively provide feedback on market trends, unmet needs, and opportunities; Establish a trusted advisor relationship ensuring customer satisfaction; Plan strategies to help customers meet objectives and drive resolution on escalated issues; Bring new product ideas to help shape the product roadmap

Requirements

University degree in Business, Marketing, or related fields; 4+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization within Martech or SaaS; Strong communication skills in both writing and speaking (English & Malay); High sense of responsibility and accountability; Strategic thinker with excellent project management skills; Customer-oriented and able to establish a robust relationship with the assigned customer base; Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption

Benefits

Be part of a diverse global team; Internal trainings covering AI fundamentals, coding, foreign languages, and personal development skills; Access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru; Eligibility-based ESOP shareowner; Referral bonuses; Opportunities to give back through volunteering and social impact projects; Global retreats and team-building activities