Customer Experience Manager

One People Team; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

One People Team is partnering with Courtsite to recruit a Customer Experience (CX) Manager who will lead both Customer Support and Customer Success, ensuring daily operations run smoothly and the CX function scales with business growth.

The role requires 5+ years in customer-facing roles, experience in SaaS or tech, and a proven ability to lead teams, implement data-driven CX strategies, and drive product adoption and retention.

Qualifications

• 5+ years in customer-facing functions (CX/CS/Support/Operations).
• Experience in SaaS, tech or e-commerce, high-growth env.
• Proven leadership in scalable customer operations.

Responsibilities

• Set standards, OKRs and operating rhythm for a proactive, performance-driven Customer Success team with clear ownership of Partner Success.
• Lead Customer Support and Customer Success to build the operating model for scale and growth.
• Create scalable processes, SLAs, playbooks, workflows and automation.
• Drive adoption initiatives and retention using customer data and insights.
• Align CX with product and business goals by collaborating with Revenue, Product and Strategy.

Skills

Customer Experience

Customer Success

Team leadership

Cross-functional collaboration

Tools

CRM systems

Job description

One People Team (OPT) is an HR advisory and leadership development company that partners closely with founders and leadership teams across Southeast Asia to help them build high-performing teams, strengthen people practices, and support business growth.

As part of our fractional HR advisory work, we’re supporting Courtsite in finding a Customer Experience (CX) Manager to build the CX organisation that scales with the business.

Working closely with Courtsite’s Head of GTM, you’ll lead both Customer Support and Customer Success with a clear mandate: keep daily operations excellent, make Partner Centres more successful, drive product adoption and improve retention.

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.

Why This Role Matters To Us

As Courtsite grows, the CX function needs to grow with it.

Beyond providing great day-to-day support, the team needs to help Partner Centres get more value from Courtsite, identify risks and opportunities earlier, and build stronger customer relationships throughout the lifecycle.

This role will shape how Customer Support and Customer Success work together, while building the systems, processes and operating rhythm needed to support Courtsite’s next stage of growth.

Key Responsibilities

Drive Customer Growth

• Set the standards, OKRs and operating rhythm for a proactive, performance-driven Customer Success 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 the Customer Support and Customer Success teams and build the operating model for Courtsite’s 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.

Drive Adoption & Retention

• Identify which areas 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, Customer Success and the wider business.

Key Requirements

• 5+ years of experience in customer-facing functions, ideally across Customer Experience, Customer Success, Customer Support or Operations.
• Experience in SaaS, technology or e-commerce, preferably within 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 systems, with service CRM experience being a strong plus.
• Strong people leadership, project management and cross‑functional skills, with a data-driven approach and the confidence to coach, challenge and hold teams accountable.

Expected Outcomes from this Role

• A Customer Support function that scales effectively as Courtsite grows.
• A Customer Success team with clear ownership, standards and performance expectations.
• Stronger Partner Success, product adoption and retention.
• Better systems, processes and use of customer data to identify and act on risks and opportunities.
• Stronger teams and growing customers, supported by a CX organisation built for Courtsite’s next stage of growth.