Customer Success Industry Expert Manager

EPOS; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

EPOS, backed by Ant International, leads in POS digital solutions across Southeast Asia. This role focuses on guiding customer success with reference merchants, driving product enhancements, and scaling proven practices across markets.

You will work with Sales and OPS to expand revenue and improve merchant adoption, leveraging cross‑market insights and industry knowledge to deliver value in Malaysia and beyond.

Qualifications

• 5–10 years of experience in internet platforms or restaurant SaaS.
• Deep Restaurant Digitalization Know-how.
• Multi‑Format Restaurant Solution Experience.
• Productized Operations & Cross‑Market Replication.
• International Communication & Southeast Asia Adaptability.

Responsibilities

• Provide hands‑on support to a portfolio of reference merchants, owning their satisfaction and retention outcomes.
• Develop and maintain industry solutions, reference cases, and reusable customer success playbooks.
• Lead product pilots with reference merchants and translate industry needs into actionable input for Product and Engineering.
• Build mechanisms to replicate proven solutions across frontline teams and increase merchant product adoption.

Job description

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider headquartered in Singapore. Supporting and empowering Every Point Of Success, we help SMEs grow digitally with confidence through our innovative POS solutions and business tools.

With a growing presence across Southeast Asia, we are looking for passionate individuals to join our diverse and driven team in Malaysia. Be part of our exciting journey as we continue expanding and creating meaningful, impactful changes for businesses across the region.

About the Role

This role leads product-driven customer success operations for EPOS merchants, focusing on high-value reference merchants across multiple markets. By using these merchants as industry benchmarks, the role identifies common pain points across restaurant formats, works with Product and Engineering on enhancements and solution validation, and turns proven practices into scalable industry solutions. In partnership with Sales and OPS, the role drives both new customer acquisition and existing customer retention.

What You Will Own

• Provide hands‑on support to a portfolio of reference merchants, owning their satisfaction and retention outcomes.
• Develop and maintain industry solutions, reference cases, and reusable customer success playbooks.
• Lead product pilots with reference merchants and translate industry needs into actionable input for Product and Engineering.
• Build mechanisms to replicate proven solutions across frontline teams and increase merchant product adoption.

Key Responsibilities

1. Reference Merchant Engagement & Needs Discovery

• Conduct regular business reviews with reference merchants to diagnose operational pain points, product gaps, and churn risks.
• Consolidate needs across restaurant formats, validate proposed solutions, and provide structured feedback to Product and Engineering.
• Resolve complex escalations, prioritize requirements, and align merchants on product roadmaps and practical solutions.

2. Case Studies & Standardized Industry Solutions

• Capture successful merchant practices and turn them into repeatable operating models and complete industry solutions.
• Produce reference cases and solution materials for Customer Success, Sales, and OPS teams.
• Share industry insights and best practices across markets to strengthen frontline capabilities.

3. Product Pilot Validation with Reference Merchants

• Organize pilots for new products and features with reference merchants, define success metrics, and manage execution.
• Analyze usage data and merchant feedback, deliver pilot reports, and recommend product priorities.
• Evaluate pilot outcomes before broad rollout and proceed only when agreed success criteria are met.

4. Scalable Rollout & Value Expansion

• Develop upsell and value‑expansion proposals for reference merchants.
• Partner with Sales and OPS to extend proven solutions to more merchants, tracking penetration and product adoption.
• Monitor post‑rollout business outcomes and continuously refine execution for local market needs.

How Success Is Measured

• Reference merchant satisfaction and retention; churn rate among priority customers.
• Number of industry solutions and case studies delivered; solution reuse by frontline teams.
• Quality of product pilots; share of industry requirements adopted by Product and Engineering.
• Improvement in product adoption after scaled rollout; upsell revenue from reference merchants.
• Cross‑market replication results and frontline adoption of industry tools.

1. Industry Background & Professional Experience

5–10 years of experience in internet platforms or restaurant SaaS, including at least 3 years independently leading industry solutions and customer success. Experience with leading internet platforms or SaaS providers in China or other mature restaurant digitalization markets; strong understanding of restaurant pain points and solution delivery.

2. Deep Restaurant Digitalization Know-how

Strong command of front‑of‑house, back‑of‑house, and end‑to‑end restaurant operations, including POS, ordering, payments, KDS, inventory, loyalty/CRM, and platform integrations. Able to diagnose operational issues using business context and data and deliver practical solutions.

3. Multi‑Format Restaurant Solution Experience

Hands‑on experience across full‑service dining, hot pot, barbecue, buffet, quick‑service restaurants, and beverage concepts. Understands each format’s operating model and pain points and can develop differentiated, repeatable solutions.

4. Productized Operations & Cross‑Market Replication

Able to identify common merchant needs and drive product improvements, solution standardization, and pilot validation. Capable of scaling proven market practices with Product, Engineering, Sales, and OPS to improve acquisition, retention, and upsell.

5. International Communication & Southeast Asia Adaptability

Fluent English as a working language, with strong cross‑cultural collaboration skills and willingness to build a long‑term career in Southeast Asia. Able to localize proven industry solutions and strengthen local teams through knowledge transfer and hands‑on enablement.