Customer Success Manager (EMEA)

Respond.io; Sa'; Remote; AED 257,000 - 331,000; Full time

Job summary

A leading business messaging platform is seeking a Customer Success Manager to ensure product adoption and retention for top-tier clients. The ideal candidate will have over 3 years of B2B SaaS experience, strong communication skills in Arabic and English, and the ability to optimize complex business processes. This role offers a flexible working environment and a competitive compensation package.

Benefits

Competitive compensation

Unlimited snacks

Flexible working environment

Social events

Qualifications

• 3+ years of experience in Customer Success, Consulting, or Account Management.
• Experience working with international customers and handling global accounts.
• Deep understanding of the Respond.io platform and industry trends.

Responsibilities

• Collaborate with customers to understand their goals and maximize platform value.
• Assist customers during onboarding for a positive experience.
• Monitor customer satisfaction and report on platform usage.

Skills

B2B SaaS experience

Strong communication skills in Arabic and English

Negotiating complex renewal contracts

Optimizing complex business processes

Understanding diverse businesses

Tools

CRM systems

Customer Success tools

Job description

Location

Kuala Lumpur, Malaysia

Department

Success Department

Role

Customer Success Manager (EMEA)

Mode

Full-time

About Respond.io

Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honored with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry-leading clients.

Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!

Role Description

At Respond.io, the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.

Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.

Responsibilities

• Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform
• Assist customers during the onboarding process, ensuring a positive and smooth experience
• Develop and maintain strong relationships with both internal and external stakeholders
• Act as a point of contact for customer issues and ensure timely resolution
• Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform
• Monitor and report on customer satisfaction and platform usage
• Focus on maintaining high customer satisfaction and retention rates
• Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells

Qualifications

• 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
• Experienced in working with international customers and handling global accounts
• Attentive listener with an ability to address customer concerns effectively
• Strong communication skills in Arabic and English to convey complex ideas clearly
• Skilled in negotiating complex renewal contracts in a SaaS environment
• Proficient in optimizing complex business processes
• Familiarity with business messaging platforms, CRM systems, and Customer Success tools
• Passionate about digital transformation and understanding diverse businesses
• Ability to provide customer feedback and insights to various departments for product improvement
• Deep understanding of our products, industry trends, and competition
• Able to quickly grasp technical concepts and keen to become an expert in our software
• An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference

Here’s what’s in for you

• You will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belong
• You will join a diverse team of people from all over the world who are passionate about serving our global customers.
• You will grow more here than you would anywhere else, that is a promise.
• Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you’ll always be looking forward to it!
• Beer O'Clock on Fridays? Naah, we have it every day!
• Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
• You’ll get to experience a very competitive compensation.
• You’ll be covered exclusively on one of the highest medical and dental insurance especially for you.
• Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers … you name it, we have it.
• Flexible working environment