Customer Success Executive (HK) Cantonese Speaker

Info-Tech System Integrators; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur is searching for a Customer Success Executive, fluent in Cantonese and English. The candidate will drive platform adoption through proactive outreach and manage customer escalations with internal teams. Responsibilities include monitoring engagement metrics to identify risks and converting customer feedback into actionable insights. The ideal applicant has a Diploma or Degree and at least 2 years of relevant experience in a SaaS environment, emphasizing strong data analysis and problem-solving skills.

Qualifications

• Minimum 2 years of experience in Customer Success or Account Management.
• Fluency in both Cantonese and English.
• Exceptional empathy and communication skills.

Responsibilities

• Conduct proactive outreach to drive platform adoption.
• Monitor customer engagement metrics to identify at-risk accounts.
• Manage customer escalations and coordinate with internal teams.
• Translate customer feedback into actionable insights.

Skills

Fluency in Cantonese

Fluency in English

Data Analysis

Communication skills

Problem solving

Education

Diploma or Degree in related field

Tools

Excel

Google Sheets

Job description

Customer Success Executive (HK) Cantonese Speaker

Main Responsibilities

• Conduct proactive outreach and check-ins based on usage data to drive platform adoption and ensure customer success.
• Monitor customer usage and engagement metrics to identify at-risk accounts and implement targeted retention strategies.
• Take ownership of customer escalations and coordinate with internal teams (Support & Developers) to ensure timely and effective issue resolution.
• Collect, analyse, and translate customer feedback into actionable insights to enhance products and services.

Qualifications

• Candidate must possess at least a Diploma or Degree in any related field.
• Minimum 2 years of proven experience in a Customer Success, Customer Experience, or Account Management role, preferably in a SaaS environment.
• Fluency (verbal and written) in both Cantonese & English to effectively support our Hong Kong market.
• Exceptional empathy and communication skills, with a focus on maintaining composure and a solution‑oriented approach during high‑pressure escalations.
• Data Analysis: Excellent proficiency in Excel/Google Sheets (VLOOKUP, Pivot Tables, data cleaning) for quick customer insights.
• Problem Solving: Demonstrated ability to quickly analyse complex technical or business problems and formulate creative, accountable solutions.