Customer Success Account Manager (MY & ID market)

LittleLives Inc; Kuala Lumpur; Hybrid; MYR 60,000 - 100,000; Full time

Benefits offered by this job

Phone allowance

Private health insurance

Birthday leave

15 days annual leave

Job summary

LittleLives is seeking a Customer Success Account Manager to oversee a portfolio of school customers in Kuala Lumpur, focusing on onboarding, product adoption, renewals, and upsell opportunities. You will travel for onsite trainings and collaborate with regional teams across Southeast Asia to ensure high customer satisfaction and successful product adoption.

The role offers hybrid/remote working options, exposure to SaaS and EdTech, and opportunities to grow in customer management and regional

Qualifications

• Experience in Customer Success, Account Management, or client servicing.
• Experience working in SaaS or EdTech is an advantage.
• Strong communication and relationship-building skills.

Responsibilities

• Manage and build relationships with school customers, mainly for the Malaysia market.
• Conduct online and onsite training, onboarding sessions, and product walkthroughs.
• Travel for onsite training, meetings, or project discussions when required.
• Drive product adoption and help customers use LittleLives effectively in their daily operations.
• Follow up on customer requests, issues, renewals, upsell opportunities, and account matters.
• Work closely with regional teams across Singapore, Vietnam, Indonesia, Thailand, and Malaysia.
• Prepare customer updates, reports, training materials, and user guides when needed.
• Gather customer feedback and share insights with internal teams to improve the customer experience.

Skills

Customer Success

Account Management

Client Servicing

Sales

SaaS

EdTech

Tools

HubSpot

Freshdesk

Salesforce

Zoho CRM

Job description

LittleLives is a school management platform that helps schools run their daily operations and connect with parents. We serve preschools and childcare centers across Singapore, Malaysia and Indonesia, and are expanding into enrichment, tuition, after-school and K12.

About the Position

Title:Customer Success Account ManagerLocation:Kuala Lumpur, MalaysiaDepartment:Customer Success (Angels)Reports to:Head of Customer Success (Malaysia/Indonesia)

As the Angel - Customer Success Account Manager, you will manage a portfolio of school customers, mainly for the Malaysia market. You will support customers throughout their journey with LittleLives, from onboarding and training to product adoption, renewals, account growth, and ongoing customer success.

You will be the primary customer-facing representative for LittleLives. Your insights and relationships with customers will help them realise the full value of our platform, enabling them to succeed and love LittleLives as much as we do!

This role offers opportunities to grow your customer management, SaaS product knowledge, training, and regional account management experience while working closely with customers and internal teams across Southeast Asia.

What You Will Be Doing

• Manage and build strong relationships with school customers, mainly for the Singapore market.
• Conduct online and onsite training, onboarding sessions, and product walkthroughs.
• Travel for onsite training, meetings, or project discussions when required.
• Drive product adoption and help customers use LittleLives effectively in their daily operations.
• Follow up on customer requests, issues, renewals, upsell opportunities, and account matters.
• Work closely with regional teams across Singapore, Vietnam, Indonesia, Thailand, and Malaysia.
• Handle customer concerns professionally with good judgement and problem-solving skills.
• Prepare customer updates, reports, training materials, and user guides when needed.
• Gather customer feedback and share insights with internal teams to improve the customer experience.
• Manage multiple priorities including onboarding, training, renewals, upsells, and support follow-ups.

What We Are Looking For

• Experience in Customer Success, Account Management, Client Servicing, Sales, or other customer-facing roles. Prior experience in SaaS or EdTech is an advantage.
• Experience communicating directly with clients and managing customer relationships.
• Customer-first mindset with the ability to understand customer needs, manage expectations, and build trust.
• Tech-savvy and comfortable learning new systems and product workflows.
• Strong can-do attitude, willingness to learn, and sense of ownership.
• Good problem-solving skills, judgement, and ability to make sound decisions.
• Strong communication, presentation, and follow-up skills.
• Able to multitask, stay organised, and manage different responsibilities in a fast-paced environment where priorities may change.
• Able to work independently and collaborate with regional teams across different countries.
• Familiarity with CRM or support tools such as HubSpot, Freshdesk, Salesforce, or Zoho CRM is an advantage.
• Strong verbal and written communication skills in English, plus point to be able to speak Bahasa Malaysia and Mandarin
• Willingness to travel when required

Hiring Process

• HR Introduction Call
• Take-home Role Challenge
• Technical Interview (Product Test)
• Reference and Offer

Compensation and Benefits

• Competitive Salary (plus phone allowance)
• 15 days of annual leave and 1 birthday leave per year
• Private Health Insurance
• Yearly performance bonus
• Flexible working mode (hybrid/remote)
• Welfare benefit up to 60 MYR/pax/month
• Work equipment with MacBook provided