Customer Growth Manager

Juris Technologies Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

JurisTech Malaysia is seeking a Customer Growth Manager to own the pod's P&L, health metrics and portfolio growth across customers. You will drive renewals, expansions and adoption while coordinating with Sales, Tech leads and SMEs to deliver sustained value.

As a pod leader, you will develop growth plans, manage a portfolio dashboard, oversee escalations and develop successors. You will turn customer signals into product insights and guide the team toward repeatable growth plays that scale.

Qualifications

• Portfolio-as-a-business management: recurring-revenue economics, margin, renewal and expansion mechanics — the seat is reviewed like a general manager, not a support manager.
• Customer relationship management at senior stakeholder level, including difficult commercial conversations.
• Multi-stream operational management — support service levels, change requests and small projects running concurrently.
• People leadership of a mixed pod (leads plus developers) with coaching habits — leading T-shaped owners, which means guidance and priorities, not task direction.
• Enough technical and product fluency to hold credible delivery conversations — like everyone in the pod, the Customer Growth Manager retains developer capability.

Responsibilities

• Own the pod's profit and loss, customer health and portfolio growth: net revenue retention, expansion identification, renewal outcomes and adoption across every customer in the pod.
• Run the pod as a business: a growth plan per customer, a portfolio dashboard (recurring revenue, adoption, expansion pipeline, renewal risk, margin, relationships, customer health), and a monthly portfolio business review presented like a general manager.
• Lead expansion discovery and development: spot the whitespace, build the value case with the pod's insight, then hand qualification and close to the Sales Account Manager — shared success, split accountability.
• Own enhancements and recurring growth directly: change requests, additional users and capacity, services and upgrades are the pod's own growth engine — keep quotations moving so customer budget is never left on the table.
• Own renewals and retention for pod customers, pulling Sales in where commercial negotiation is needed.
• Lead and staff the pod — Customer Growth Leads, the Lead Developer and the shared developer allocation; develop successors deliberately.
• Own senior customer relationships and escalations within defined triggers and guardrails.
• Coordinate the pod's anchor support: assigned Subject-Matter Experts, Sales Account Manager and Tech Lead.
• Own project-to-pod absorption when a customer's project ends and part of the project team moves in — including the adoption plan and expansion openings the project uncovered.
• Feed the platform: turn repeated customer signals into product insights and repeatable plays that compound across pods.
• Success Measures
• Pod profit and loss: revenue, margin, utilisation.
• Net revenue retention and portfolio growth: expansion revenue identified and converted, enhancement revenue delivered, renewals protected.
• Customer health: retention (zero surprise churn), sentiment, adoption trend, escalation frequency and resolution.
• Pod people health: Customer Growth Lead succession, developer engagement, growth plays codified and reused.

Job description

Own the pod's profit and loss, customer health and portfolio growth: net revenue retention, expansion identification, renewal outcomes and adoption across every customer in the pod.

Run the pod as a business: a growth plan per customer, a portfolio dashboard (recurring revenue, adoption, expansion pipeline, renewal risk, margin, relationships, customer health), and a monthly portfolio business review presented like a general manager.

Lead expansion discovery and development: spot the whitespace, build the value case with the pod's insight, then hand qualification and close to the Sales Account Manager — shared success, split accountability.

Own enhancements and recurring growth directly: change requests, additional users and capacity, services and upgrades are the pod's own growth engine — keep quotations moving so customer budget is never left on the table.

Own renewals and retention for pod customers, pulling Sales in where commercial negotiation is needed.

Lead and staff the pod — Customer Growth Leads, the Lead Developer and the shared developer allocation; develop successors deliberately.

Own senior customer relationships and escalations within defined triggers and guardrails.

Coordinate the pod's anchor support: assigned Subject-Matter Experts, Sales Account Manager and Tech Lead.

Own project-to-pod absorption when a customer's project ends and part of the project team moves in — including the adoption plan and expansion openings the project uncovered.

Feed the platform: turn repeated customer signals into product insights and repeatable plays that compound across pods.

Skills, Competencies and Behaviours

Portfolio-as-a-business management: recurring-revenue economics, margin, renewal and expansion mechanics — the seat is reviewed like a general manager, not a support manager.

Customer relationship management at senior stakeholder level, including difficult commercial conversations.

Multi-stream operational management — support service levels, change requests and small projects running concurrently.

People leadership of a mixed pod (leads plus developers) with coaching habits — leading T-shaped owners, which means guidance and priorities, not task direction.

Enough technical and product fluency to hold credible delivery conversations — like everyone in the pod, the Customer Growth Manager retains developer capability.

Success Measures

Pod profit and loss: revenue, margin, utilisation.

Net revenue retention and portfolio growth: expansion revenue identified and converted, enhancement revenue delivered, renewals protected.

Customer health: retention (zero surprise churn), sentiment, adoption trend, escalation frequency and resolution.

Pod people health: Customer Growth Lead succession, developer engagement, growth plays codified and reused.

All JurisTech roles are screened for three behaviours, beyond craft skill:

• Influence — moves a customer's or colleague's thinking without formal authority.


• Feedback — gives and takes feedback directly, and acts on it.


• Probing — keeps asking until the real requirement surfaces; questions a request until the assumption behind it collapses before proposing a solution.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Computer Software & Networking 101-1,000 employees

At JurisTech, we revolutionise financial transactions for banks and financial institutions with cutting-edge fintech solutions globally. Since our inception during the 1997 Asian financial crisis, we've excelled in AI, chatbots, digital onboarding, loan origination, credit scoring, and more.

Why Join Us?

• Digital Innovator with groundbreaking fintech solutions


• Market leader championing financial inclusion


• GECO Core Values: Growing Heroes, Making Excellence Happen, Customer First, Opening Up

At JurisTech, we revolutionise financial transactions for banks and financial institutions with cutting-edge fintech solutions globally. Since our inception during the 1997 Asian financial crisis, we've excelled in AI, chatbots, digital onboarding, loan origination, credit scoring, and more.

Why Join Us?

• Digital Innovator with groundbreaking fintech solutions


• Market leader championing financial inclusion


• GECO Core Values: Growing Heroes, Making Excellence Happen, Customer First, Opening Up

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