Client Success Strategist (Mandarin & English Speaking)

Hidden Gems Talent; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hidden Gems Talent in Kuala Lumpur is partnering with a growing technology company to recruit a Client Success Strategist. You will manage a portfolio of restaurant clients, ensuring they get maximum value from our platform and services.

You will own client relationships, drive product adoption, and collaborate with internal teams to improve satisfaction, retention, and account growth. The role requires night shifts on-site in Kuala Lumpur.

Qualifications

• Native or near-native Mandarin fluency and professional English
• Bachelor's degree or higher
• Strong project management and organisational skills
• Excellent communication and relationship-building skills
• Strong problem-solving abilities and attention to detail
• Willing to work night shifts on-site in Kuala Lumpur

Responsibilities

• Build and maintain strong relationships with a portfolio of restaurant clients.
• Take ownership of client accounts and serve as their primary point of contact throughout the post-sales journey.
• Coordinate client onboarding and work closely with internal teams to ensure a smooth experience.
• Proactively monitor client satisfaction, product adoption, and overall account health.
• Understand clients' business goals and challenges, and recommend suitable products and solutions.
• Identify opportunities for upselling and cross-selling based on clients' needs.
• Identify potential account risks and ensure issues are properly documented, escalated, and resolved.
• Collaborate with Sales, Services, and Product teams to deliver a seamless client experience.
• Act as the voice of the client by sharing feedback and recommendations with internal teams.
• Develop and share best practices to improve client success processes and service quality.

Skills

Mandarin fluency

English fluency

Relationship management

Project management

Communication skills

Education

Bachelor's degree

Job description

We are partnering with a growing technology company that provides technology solutions for independent restaurants across the US.

Its platform combines AI-powered ordering, delivery enablement, payment solutions, and point-of-sale technology to help restaurant owners simplify daily operations and grow their businesses.

About the Role

We are looking for a proactive and commercially minded Client Success Strategist to manage and grow relationships with a portfolio of restaurant clients.

You will act as the main point of contact for assigned clients, helping them get the most value from the company's products and services.

This role goes beyond traditional customer support. You will take ownership of client relationships, drive product adoption, identify potential risks, and work closely with internal teams to improve client satisfaction, retention, and account growth.

Key Responsibilities

• Build and maintain strong relationships with a portfolio of restaurant clients.
• Take ownership of client accounts and serve as their primary point of contact throughout the post-sales journey.
• Coordinate client onboarding and work closely with internal teams to ensure a smooth experience.
• Proactively monitor client satisfaction, product adoption, and overall account health.
• Understand clients' business goals and challenges, and recommend suitable products and solutions.
• Identify opportunities for upselling and cross-selling based on clients' needs.
• Identify potential account risks and ensure issues are properly documented, escalated, and resolved.
• Collaborate with Sales, Services, and Product teams to deliver a seamless client experience.
• Act as the voice of the client by sharing feedback and recommendations with internal teams.
• Develop and share best practices to improve client success processes and service quality.

Requirements

• Native or near-native fluency in Mandarin Chinese and professional fluency in English, both spoken and written.
• Bachelor's degree or higher.
• Strong project management and organisational skills, with the ability to manage multiple client accounts.
• Excellent communication and relationship-building skills.
• Strong problem-solving abilities and attention to detail.
• High sense of ownership, urgency, and initiative.
• Ability to build rapport with clients and communicate effectively with different stakeholders.
• Comfortable working in a fast-paced and evolving environment.
• Willing to work night shifts on-site in Kuala Lumpur.

Nice to Have

• 2–3 years of experience in Customer Success, Account Management, or similar client-facing roles, preferably in a high-growth B2B environment.
• Previous experience in a startup or entrepreneurial environment.
• Experience in the restaurant, hospitality, or consumer services industry.
• Strong analytical and data-driven approach to decision-making.
• Experience driving customer retention, product adoption, or account growth.