Customer Success Enablement Manager

SmartRecruiters, Inc.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work arrangements

Private medical cover

Volunteer time off

Job summary

Informa TechTarget seeks a Customer Success Enablement Manager to boost client satisfaction and retention. You will create custom client deliverables, analyze usage data, and support post-sales teams to secure renewals and foster account growth.

Collaboration across teams and experimentation with AI to scale outputs is encouraged. You will work from our Penang, Malaysia office, with in-person collaboration three days a week, plus work-from-home flexibility.

Qualifications

• 2-3 years’ experience in Customer Success, or Sales/RevOps with a track record of improving productivity and outcomes.
• Excellent written and oral communication skills and proficiency in using data in communication.
• Familiarity with CS platforms and analytics (Gainsight, Salesforce, Tableau, GoodData).

Responsibilities

• Generate custom deliverables (emails, reports, PPT presentations, Executive Summaries) that communicate value and align with the Customer Success roadmap.
• Analyze customer data to identify opportunities for satisfaction, growth, and risk mitigation.
• Contribute to client retention and renewal efforts.
• Prioritize tasks by due dates, difficulty, and resources to produce client-ready deliverables on time.
• Maintain CS templates, playbooks, and automations to scale outputs.
• Track and communicate status of activities using a workflow tool.

Skills

Customer Success

Communication

Analytics

Tools

Gainsight

Salesforce

Tableau

GoodData

Job description

Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space?

At Informa TechTarget, you’ll collaborate and grow alongside some of the industry’s most respected experts. You’ll work with leading brands and be exposed to world-shaping innovations. You’ll apply your energy and intellect to helping clients be faster to market and faster to revenue.

We’re a vibrant community of over 2,000 world-class practitioners, with offices in 19 locations worldwide. As a Nasdaq-listed company, we are also part of Informa PLC, a global leader in business-to-business events, digital services, and academic research, and a FTSE 100 member recognised as one of Britain's Most Admired Companies.

About Informa TechTarget

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. We provide our customers with:

• Trusted information that shapes the industry and informs investment
• Intelligence and advice that guides and influences strategy
• Advertising that grows reputation and establishes thought leadership
• Custom content that engages and prompts action
• Intent and demand generation that more precisely targets and converts

Our organization is committed to sustainability, diversity, wellbeing, and ethical working practices. Visit informatechtarget.com and follow us on LinkedIn.

This role is based in our Penang, Malaysia office.

Role Overview

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 include:

• 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.

Qualifications

• 2-3 years’ experiencein Customer Success, or Sales/RevOpswith 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; and,
• Attention to detail, sense of urgency, and passion for Customer Success.

Additional Information

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, colour, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.If you would like to request reasonable adjustments or accommodationsto assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.

Our benefits include:

• 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. When it’s time for the next step, we encourage and support internal job moves
• 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
• As an international company, the chance to collaborate with teams around the world