Customer Success & Growth Specialist

Aleta Planet Pte. Ltd.; Kuala Lumpur; On-site; MYR 134,000 - 201,000; Full time

Job summary

Aleta Planet seeks a Customer Success & Growth Specialist to own the end-to-end customer experience from onboarding to ongoing engagement and retention. You will identify opportunities to deepen relationships while leading a small CS team and ensuring smooth, compliant service across digital channels.

You will collaborate with Product, Operations and Compliance to improve workflows, reduce escalations, and translate customer insights into product improvements.

Qualifications

• Diploma or Bachelor’s degree in Business, Marketing, CX, Communications, Finance, Technology.
• At least 5 years in Customer Success, Customer Experience, Customer Service, Account Management or Onboarding.
• Experience in financial services, fintech, payments, remittance or related industries is a plus.
• Experience in regulated financial services environment preferred.
• Strong customer-centric mindset with proactive problem-solving.

Responsibilities

• Own the customer lifecycle from onboarding to retention and ongoing engagement.
• Identify cross-sell and growth opportunities during customer interactions.
• Oversee digital servicing, including AI-enabled chat and escalations.
• Collaborate with Product and Technology to enhance AI-powered servicing.
• Lead, coach, and manage a small CS & Growth team.
• Track customer success metrics and drive continuous improvements.

Skills

Customer-centric

Leadership

Communication

Data-driven

Cross-functional collaboration

Education

Diploma or Bachelor’s degree in Business, Marketing, Customer Experience, Communications, Finance, Technology

Tools

CRM software

Job description

We are seeking a customer-centric and highly driven Customer Success & Growth Specialist to own the end-to-end customer experience — from onboarding and activation through to ongoing engagement, servicing, retention, and identifying opportunities to deepen customer relationships.

This role sits at the intersection of Customer Success, Product, Operations and Compliance. You will be responsible not only for delivering an excellent customer experience, but also for identifying process gaps, improving workflows and working with internal teams to make the customer journey more seamless and efficient.

This is a hands‑on team leadership role. You will lead and coach a small team of Customer Success & Growth Officers while remaining actively involved in day‑to‑day customer engagement and servicing.

Key Responsibilities

Own the customer lifecycle, including onboarding, activation, engagement, servicing and retention, ensuring a consistently high-quality customer experience.

Identify and act on cross‑sell and customer growth opportunities that arise naturally through customer interactions. This is not a sales‑target‑driven role.

Oversee customer servicing across digital channels, including AI‑enabled in‑app chat and escalations, ensuring customer queries and issues are resolved promptly and accurately.

Work closely with Product and Technology teams to enhance AI‑enabled customer servicing, improve its ability to handle customer queries and maximise customer self‑service.

Identify opportunities to reduce unnecessary escalations by improving chatbot flows, knowledge content, processes and self‑service capabilities.

Act as the voice of the customer internally by sharing customer insights and feedback with Product and Operations teams to influence product improvements, service design and roadmap priorities.

Proactively identify process gaps, bottlenecks and inefficiencies across onboarding, servicing and support workflows, and drive practical improvements.

Lead, coach and manage a small team of Customer Success & Growth Officers, setting priorities, monitoring service quality and empowering the team to resolve customer queries independently.

Track and analyse customer success metrics such as onboarding turnaround time, engagement, retention, escalation volume and service performance, using data to drive continuous improvement.

Work cross‑functionally with Product, Technology, Operations, Compliance and Risk to ensure customer needs are reflected in policies, processes and product development.

Ensure customer onboarding and servicing practices are carried out in accordance with applicable regulatory and internal requirements.

Qualifications & Experience

Diploma or Bachelor’s degree in Business, Marketing, Customer Experience, Communications, Finance, Technology or a related discipline.

At least 5 years of relevant experience in Customer Success, Customer Experience, Customer Service, Account Management, Client Servicing, Onboarding or a related function.

Experience in financial services, fintech, payments, cards, remittance or related industries will be an advantage.

Prior experience working in a regulated financial services environment is preferred.

Strong customer‑centric mindset with a genuine interest in understanding and resolving customer needs and challenges.

Proactive, self‑motivated and hands‑on, with the ability to work effectively in a fast‑paced and evolving environment.

Strong analytical and problem‑solving skills, with the ability to identify process gaps and translate customer feedback into practical improvements.

Prior experience managing, coaching or mentoring a small team, or demonstrated readiness to take on team leadership responsibilities.

Comfortable working in a digital‑first customer servicing environment, including email, chat and other digital channels.

Interest and aptitude in working with Product and Technology teams to improve AI‑enabled chat, chatbot workflows and customer self‑service capabilities.

Excellent written and verbal communication skills, particularly for email and chat‑based customer interactions.

Comfortable working with data, customer metrics and performance reporting to support decision‑making.

Experience with CRM, customer success or customer servicing platforms.

Strong stakeholder management and collaboration skills, with the ability to work effectively across Product, Technology, Operations and Compliance teams.

Why Join Us

Opportunity to play a key role in shaping the customer experience and service standards of a growing fintech.

Direct exposure to senior leadership and cross‑functional decision‑making.

Opportunity to work closely with Product and Technology teams and contribute to the development of AI‑enabled customer servicing.

A fast‑paced, entrepreneurial environment with meaningful ownership and the opportunity to make a visible impact.

About Aleta Planet

Founded in 2014 in Singapore by a team of professionals with strong business and technology expertise within the banking, finance and payment industries. Aleta Planet provides end‑to‑end technology solutions for Financial Institutions and corporates. We focus on a client‑specific, solutions‑oriented approach and have successfully delivered highly regulated, licensed (by Monetary Authority of Singapore) and secured leading‑edge financial technology solutions to a diversified portfolio of clients.

Being a Certified Principal Member of UnionPay International, Aleta Planet enables merchants to accept over 7 billion UnionPay cards issued globally. Additionally, Aleta Planet issues UnionPay International virtual accounts to both corporate and end consumers. Account holders through our propriety in‑app virtual card facility can use it to pay any of the 51 million merchants that accept UnionPay in over 179 countries as well as use UnionPay international’s bespoke cross‑border B2B platform to accept and make payments to China as well as the wider global UnionPay International network.

Aside being a principal member of UnionPay international, Aleta Planet is a global acquirer for Discover, Diners Club and JCB.

Furthermore, we are WeChat Pay enabled. With these comprehensive offerings, we are able to accelerate our international network expansion by leveraging Aleta Planet’s omni‑channel capabilities and global reach.

About Aleta Planet

Founded in 2014 in Singapore by a team of professionals with strong business and technology expertise within the banking, finance and payment industries. Aleta Planet provides end‑to‑end technology solutions for Financial Institutions and corporates. We focus on a client‑specific, solutions‑oriented approach and have successfully delivered highly regulated, licensed (by Monetary Authority of Singapore) and secured leading‑edge financial technology solutions to a diversified portfolio of clients.

Being a Certified Principal Member of UnionPay International, Aleta Planet enables merchants to accept over 7 billion UnionPay cards issued globally. Additionally, Aleta Planet issues UnionPay International virtual accounts to both corporate and end consumers. Account holders through our propriety in‑app virtual card facility can use it to pay any of the 51 million merchants that accept UnionPay in over 179 countries as well as use UnionPay international’s bespoke cross‑border B2B platform to accept and make payments to China as well as the wider global UnionPay International network.

Aside being a principal member of UnionPay international, Aleta Planet is a global acquirer for Discover, Diners Club and JCB.

Furthermore, we are WeChat Pay enabled. With these comprehensive offerings, we are able to accelerate our international network expansion by leveraging Aleta Planet’s omni‑channel capabilities and global reach.