Client Success Manager (CSM)

RLCTECH MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

RLCTECH MALAYSIA SDN. BHD.

is hiring an experienced Client Success Manager (CSM) to guide strategic enterprise customers through the post-sales journey and act as a trusted advisor to maximize value from OceanBase solutions. The candidate should have experience with financial institutions or banking customers, a strong understanding of enterprise database or infrastructure projects, and a proven track record in customer success, account management, and cross-functional stakeholder management.

Qualifications

• Bachelor's degree or higher in CS/IT/Engineering/Business or related field.
• 5+ years in Customer Success, Technical Account Management, Account Management, Project Management, or Professional Services.
• Experience with enterprise customers post-sales lifecycle.
• Experience with enterprise database technologies (Oracle, PostgreSQL, MySQL, SQL Server, OceanBase).
• Experience managing multiple accounts with strong communication and stakeholder management.

Responsibilities

• Build and maintain executive-level relationships with strategic enterprise customers.
• Act as trusted advisor and primary post-sales contact.
• Develop Customer Success Plans aligned with objectives and digital transformation.
• Conduct regular business and governance reviews with executives.
• Monitor health, adoption, and outcomes; identify risks and opportunities.
• Drive retention and long-term partnership growth.
• Partner with Sales, Solution Architects, PS, and Support to ensure outcomes.
• Identify expansion opportunities and renewal strategies.
• Oversee onboarding, implementation, migration, and production rollout.
• Coordinate cross-functional teams to deliver on schedule and scope.
• Monitor milestones, risks, dependencies, and actions.
• Facilitate executive steering and governance forums.
• Ensure smooth transition to steady-state operations.
• Work with Support, Product, R&D, and Delivery to resolve issues.
• Coordinate incident management and escalation.
• Advocate customer requirements to Product Management.
• Monitor service health and operational KPIs.

Skills

Customer relationship management

Stakeholder management

Communication skills

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or Business

Tools

Oracle

PostgreSQL

MySQL

SQL Server

OceanBase

Job description

We are looking for an experienced and customer-focused Client Success Manager (CSM)to manage strategic enterprise customers throughout their post-sales journey. The CSM serves as the primary trusted advisor, ensuring customers successfully adopt OceanBase solutions, achieve their business objectives, and maximize the value of their investment.

The ideal candidate has experience working with financial institutions or banking customers, possesses a strong understanding of enterprise database or infrastructure projects, and has a proven track record in customer success, account management, and cross-functional stakeholder management.

Key Responsibilities

Customer Success & Relationship Management

• Build and maintain executive-level relationships with strategic enterprise customers.
• Act as the customer's trusted advisor and primary post-sales point of contact.
• Develop Customer Success Plans aligned with customer business objectives and digital transformation initiatives.
• Conduct regular business reviews, service reviews, and executive governance meetings.
• Monitor customer health, product adoption, and business outcomes while proactively identifying risks and opportunities.
• Drive customer satisfaction, retention, and long-term partnership growth.

Account Management & Business Growth

• Partner closely with Sales, Solution Architects, Professional Services, and Support teams to ensure successful customer outcomes.
• Identify expansion opportunities, including additional workloads, new use cases, managed services, and license growth.
• Support account planning and renewal strategies to maximize customer value and retention.
• Assist Sales during commercial discussions by providing customer insights and adoption metrics.

Project & Delivery Governance

• Oversee customer onboarding, implementation, migration, and production rollout activities.
• Coordinate cross-functional teams to ensure projects are delivered on schedule and within scope.
• Monitor project milestones, risks, dependencies, and action items.
• Facilitate executive steering committee meetings and customer governance forums.
• Ensure successful transition from project implementation to steady-state operations.

Technical & Operational Success

• Work closely with Customer Support, Product, R&D, and Delivery teams to resolve customer issues.
• Coordinate critical incident management and escalation handling.
• Advocate customer requirements and provide feedback to Product Management.
• Monitor service health, operational KPIs, and customer adoption metrics.
• Promote best practices for database operations, disaster recovery, high availability, security, and performance optimization.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related discipline.
• 5+ yearsof experience in Customer Success, Technical Account Management, Account Management, Project Management, or Professional Services.
• Experience managing enterprise customers throughout the post-sales lifecycle.
• Strong experience working with enterprise database technologies(Oracle, PostgreSQL, MySQL, SQL Server, OceanBase, or similar).
• Experience managing large-scale database migration, modernization, or digital transformation projects.
• Proven experience managing multiple customer accounts simultaneously.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and conflict resolution abilities.
• Experience working in cross-functional and multicultural environments.