Customer Success Enablement Manager

UBM TECH RESEARCH MALAYSIA SDN. BHD.; George Town; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work options

Walk the World charity day

Volunteer days

LinkedIn Learning access

Birthday leave

Private medical cover

Job summary

Informa TechTarget in Penang, Malaysia is seeking a Customer Success Enablement Manager to elevate customer satisfaction and retention by delivering tailored client deliverables and analyses that support post-sales teams.

You will leverage AI and automation, collaborate across functions, and develop scalable templates and playbooks while tracking progress with a workflow tool to drive renewals and growth. This role also offers cross-team collaboration and ongoing learning opportunities.

Qualifications

• 3+ years of experience in Customer Success or Sales/RevOps with productivity improvements.
• Strong interest in AI capabilities and applying them to CS use cases to drive performance and scale.
• Excellent written and oral communication with data-driven storytelling.
• Proficiency in Microsoft Excel, PowerPoint & Word.
• Familiarity with CS platforms and analytics (Gainsight, Salesforce, Tableau, GoodData).
• Proven troubleshooting and problem-solving skills.
• Attention to detail, urgency, and passion for CS.

Responsibilities

• Generate custom deliverables (emails, reports, PPTs, Executive Summaries) communicating value aligned with CS roadmap, using AI/automation where suitable.
• Analyze customer data to identify satisfaction, growth, and risk opportunities.
• Support client retention and renewal efforts.
• Assess and prioritize tasks based on due dates, complexity, and resources to meet deadlines.
• Maintain outcome-based CS templates, playbooks, and reusable automations to scale outputs.
• Track and communicate activity status using a workflow management tool.

Skills

Customer Success

Communication

Problem solving

Attention to detail

Continuous learning

Excel

PowerPoint

Word

Gainsight

Salesforce

Tableau

GoodData

Tools

Gainsight

Salesforce

Tableau

GoodData

Job description

This role is based in the Penang, Malaysia office. We are looking for a Customer Success Enablement Manager to directly impact customer satisfaction and retention. You will produce custom client deliverables and analysis to support post-sales teams, ensuring they are equipped to drive client satisfaction, secure renewals, and foster account growth. This role also offers opportunities to collaborate cross-functionally, contribute to AI innovation and gain valuable experience in customer success.

Key responsibilities

• Generate custom deliverables (e.g., emails, reports, PPT presentations, Executive Summaries) that effectively communicate value and align with the Account's engagement strategy/Customer Success roadmap, using AI and automation tools where appropriate.
• Analyze customer data to identify opportunities for satisfaction, growth, and risk mitigation.
• Contribute to the overall success of client retention and renewal efforts.
• Assess and prioritize tasks based on due dates, difficulty, and required resources, managing time effectively to produce high-quality, client-ready deliverables that meet deadlines and achieve objectives.
• Maintain outcome-based CS templates, playbooks, and reusable automations to consistently scale outputs.
• Track and communicate the status of activities using a workflow management tool.

About you

• 3 years'+ experience in Customer Success, or Sales/RevOps with a track record of improving productivity and outcomes
• Continuous learner with a strong interest in exploring emerging AI capabilities and assessing their fit for Customer Success use cases to drive performance and scale
• Excellent written and oral communication skills and proficiency in using data in communication
• Proficiency in Microsoft Excel, PowerPoint & Word
• Familiarity with CS platforms and analytics (e.g., Gainsight, Salesforce, Tableau, GoodData)
• Proven troubleshooting and problem-solving skills
• Attention to detail, sense of urgency, and passion for Customer Success

About us

Informa TechTarget (Nasdaq: TTGT) informs, influences and connects the world's technology buyers and sellers, to accelerate growth from R&D to ROI. With an unparalleled reach of over 220 highly targeted technology-specific websites and more than 50 million permissioned first-party audience members, Informa TechTarget has a unique understanding of and insight into technology markets. Underpinned by those audiences and their data, we offer expert-led, data-driven, and digitally enabled services that deliver significant impact and measurable outcomes to our clients.

Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely

Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks

Broader impact: take up to four days per year to volunteer, with charity match funding available too

Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning

Time out: annual leave, birthday leave and the chance to work from (almost!) anywhere for up to four weeks a year

A flexible range of personal benefits to choose from, plus company funded private medical cover

A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares

Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more

Recognition for great work, with global awards and kudos programmes