Customer Experience (CX) Manager

Courtsite; Kuala Lumpur; Sur place; MYR 120 000 - 190 000; Plein temps

Résumé du poste

Courtsite is scaling and we’re looking for a CX Manager to build the CX organisation that scales with us. You’ll be the anchor of the CX function, bringing together people, performance, systems and strategy to build a CX organisation that is high-performing, data-driven and built for scale.

Working closely with the Head of GTM, you’ll lead both Customer Support and Customer Success with the mandate to keep daily operations excellent, drive product adoption and improve retention across partner

Qualifications

• 5–6+ years in customer-facing roles such as CX, Customer Success, Customer Support or Operations.
• Experience in SaaS, tech or e-commerce, in fast-scaling environments.
• Proven track record leading teams and building scalable customer operations.
• Strong focus on Partner success, product adoption, retention and customer outcomes.
• Hands-on experience with CRM systems is a plus.
• Values candour, empathy and accountability; able to coach and address challenges.

Responsabilités

• Set the standards, OKRs and operating rhythm for a proactive CS team with ownership of Partner Success.
• Drive improvements across Partner Success, product adoption and retention throughout the customer lifecycle.
• Build customer health, segmentation and intervention frameworks to identify risks and opportunities early.
• Lead Customer Support + Customer Success and build the operating model for next growth.
• Create scalable processes, SLAs, playbooks, workflows and automation.
• Design service scope and support models that optimise cost-to-serve while keeping a great customer experience.
• Identify where Partner Centres under-utilise Courtsite and turn gaps into adoption initiatives.
• Build adoption and Partner Success initiatives using feedback and data to improve the journey.
• Drive retention initiatives based on customer data and insights.

Connaissances

CX strategy

People leadership

Data-driven

Cross-functional collaboration

English proficiency

CRM

Outils

Service CRM

Description du poste

Build the CX engine behind Courtsite’s next stage of growth.
Courtsite is scaling — and we’re looking for a CX Manager to build the CX organisation that scales with us.
This isn’t a traditional support management role. You’ll be the anchor of the CX function, bringing together people, performance, systems and strategy to build a CX organisation that is high-performing, data-driven and built for scale.
Working closely with the Head of GTM, you’ll lead both Customer Support and Customer Success with a clear mandate: keep daily operations excellent, make our Partner Centres more successful, drive product adoption and improve retention

What you'll do

• Set the standards, OKRs and operating rhythm for a proactive, performance-driven CS team with clear ownership of Partner Success.
• Drive measurable improvements across Partner Success, product adoption and retention throughout the customer lifecycle.
• Build customer health, segmentation and intervention frameworks to identify risks and opportunities early.

Build CX for Scale

• Lead Customer Support + Customer Success and build the operating model for our next stage of growth.
• Create scalable processes, SLAs, playbooks, workflows and automation.
• Design service scope and support models that optimise cost-to-serve while maintaining a great customer experience.
• Identify where Partner Centres are under-utilising Courtsite and turn those gaps into adoption initiatives.
• Build repeatable adoption and Partner Success initiatives, using customer feedback and data to continuously improve the customer journey.
• Drive targeted retention initiatives based on customer data and insights.

Be the Connector

• Work closely with Revenue, Product and Strategy to align CX with company priorities.
• Bring the voice of the customer into product and business decisions, turning insights into product, adoption and retention initiatives.
• Build a strong feedback loop between Support, CS and the wider business.

Who you are

We’re looking for someone who is equal parts operator, people leader and CX strategist — someone who likes solving problems, building systems and making teams better.

• 5–6+ years’ experience in customer-facing functions, ideally across CX, Customer Success, Customer Support or Operations.
• Experience in SaaS, tech or e-commerce, preferably in a fast-scaling environment.
• Proven experience leading teams and building customer operations that scale.
• Strong track record of improving Partner success, Product adoption, Retention and Customer outcomes.
• Hands‑on experience with CRM - service CRM is a strong plus.
• Values candour, empathy and accountability, and isn’t afraid to coach, challenge and address challenges head‑on.
• Passionate about helping teams work better through best practices, clear SLAs and scalable systems.
• Project management and cross‑functional skills, with a data driven approach to achieving business outcomes.
• English required; additional languages such as Bahasa Malaysia, Mandarin or Chinese dialects are a plus.

Bonus Points

• You genuinely love sports.
  You’re passionate about sports and excited about building technology that powers a growing sports ecosystem.

What Great Looks Like

• Support that scales. CS that performs. Partners that succeed.
• Better systems. Stronger teams. Growing customers.

How We Work

Take ownership. Communicate Openly. Build together. Win together.

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