Customer Success Executive: Onboarding & Retention Specialist

KOOCESTER MEDIA SDN BHD; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Koocester is seeking a proactive and customer-focused Customer Success Executive to manage customer relationships, support onboarding and ensure customers have a positive experience throughout their journey with us.

The role involves onboarding and ongoing engagement, responding to inquiries, identifying renewal and upsell opportunities, and collaborating with Sales and Marketing to enhance the customer experience.

Qualifications

• Diploma or degree in business, marketing, communications or related field.
• Experience in customer success, customer service, account management or sales support is preferred.
• Strong communication and relationship-building skills.
• Good problem-solving and follow-up skills.
• Customer-focused, organised and comfortable working with targets.
• Good written and spoken English; Bahasa Malaysia is an advantage.

Responsibilities

• Manage customer onboarding and ongoing engagement
• Respond to customer enquiries and coordinate issue resolution
• Build strong relationships and conduct regular customer follow-ups
• Monitor customer satisfaction, engagement and retention
• Identify renewal, upselling and cross-selling opportunities
• Work closely with Sales, Marketing and other internal teams
• Maintain accurate customer records and follow-up activities
• Gather customer feedback and recommend improvements to the customer experience

Skills

Communication skills

Relationship-building

Problem-solving

Organised

Target-driven

English proficiency

Bahasa Malaysia language advantage

Education

Diploma or Degree in Business/Marketing/Communications or related field

Job description

Koocester is seeking a proactive and customer-focused Customer Success Executive to manage customer relationships, support onboarding and ensure customers have a positive experience throughout their journey with us.

The role involves onboarding and ongoing engagement, responding to inquiries, identifying renewal and upsell opportunities, and collaborating with Sales and Marketing to enhance the customer experience.