Customer Success (Key Account Specialist)

Brandwriter.AI; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

BrandWriter is a Malaysian SME building a world-class, repeatable marketing system for multi-location businesses. This role focuses on driving store execution, delivering on-site and online training, and measuring content quality and performance for Xiaohongshu.

You will work with owners, marketing and operations teams, and store staff to diagnose gaps, train, and ensure agreed actions are implemented. A strong emphasis on data-driven improvements and scalable playbooks is required.

Qualifications

• Minimum 3 years of experience in Customer Success, Merchant Success, Account Management, Retail Operations, Retail Training, Franchise Operations or Digital Marketing client servicing.
• Ability to influence teams and drive measurable client outcomes.
• Ability to interpret performance data and turn insights into actions.
• Read and evaluate Chinese-language Xiaohongshu content.

Responsibilities

• Drive store execution: own content targets and supervise weekly/monthly actions.
• Deliver on-site and online training for client teams and translate CPMS workflows into practical actions.
• Test Xiaohongshu content quality and performance; provide actionable recommendations to clients and Product/AI teams.
• Lead data reporting and client reviews; present outcomes and actionable next steps.
• Build a repeatable customer success system with playbooks, SOPs, and templates.

Skills

Client success

Team leadership

Training delivery

Data interpretation

Communication

Chinese content reading

Job description

BrandWriter is a Malaysian SME building a world-class, repeatable marketing system for multi-location businesses.

Our core product, CPMS — Customer Powered Marketing System, helps businesses turn positive customer experiences into authentic customer-generated content, trust assets and sustainable brand growth.

This is not a traditional customer service or client coordination role.

Your mission is to help our clients achieve measurable results by driving their store managers and frontline teams to consistently produce qualified Xiaohongshu content.

You will work directly with business owners, marketing teams, operations teams, store managers and frontline staff. You will diagnose execution gaps, conduct on-site and online training, review performance data and ensure agreed actions are implemented.

1.Drive Store Execution

• Own the qualified content targets for assigned client accounts.
• Drive store managers and frontline staff to complete agreed weekly and monthly actions.
• Follow up on underperforming stores and identify why execution is not happening.
• Work with client management teams to clarify ownership, deadlines and corrective actions.
• Influence client teams without relying on formal authority.

2.Deliver On-Site and Online Training

• Train client marketing, operations, store management and frontline teams.
• Translate BrandWriter and CPMS workflows into simple, practical store-level actions.
• Conduct onboarding, refresher training and performance coaching.
• Measure whether training has changed behaviour and improved results—not only whether attendance was completed.
• Adjust training based on the capability and operating reality of each client team.

3.Test Xiaohongshu Content Quality and Performance

• Review the quality of AI-generated and customer-generated Xiaohongshu content.
• Evaluate titles, content structure, authenticity, customer willingness to publish and traffic performance.
• Run structured content tests and identify patterns behind strong and weak results.
• Turn findings into actionable recommendations for clients and BrandWriter’s Product/AI team.
• Balance content quality, publishing volume and customer experience.

4.Lead Data Reporting and Client Reviews

• Track store activation, team participation, qualified content volume, publishing rate and content performance.
• Prepare clear weekly and monthly performance reports.
• Lead client review meetings and explain what happened, why it happened and what must change next.
• Surface risks and bad news early instead of making the numbers look comfortable.
• Convert every review into owners, actions, deadlines and measurable follow-up.

5.Build a Repeatable Customer Success System

• Document successful approaches as playbooks, SOPs, training materials and templates.
• Reduce dependence on manual chasing and individual heroics.
• Identify recurring problems that should be solved through product, process or service design.
• Share field insights with Product, AI and management teams.
• Help BrandWriter make client success repeatable across more clients and locations.

Your performance will be assessed based on client outcomes, including:

• Percentage of client stores achieving qualified content targets
• Store manager and frontline staff activation rate
• Qualified content volume and publishing rate
• Improvement in content quality and traffic performance
• Training-to-action conversion
• Completion of agreed actions after client reviews
• CPMS product adoption and client health
• Reduction in repeated issues and manual follow-up
• Quality of reusable playbooks, SOPs and training systems created
• You have at least 3 years of relevant experience in Customer Success, Merchant Success, Account Management, Retail Operations, Retail Training, Franchise Operations or Digital Marketing Client Servicing.
• You have personally driven a client, merchant, outlet or frontline team to achieve a measurable recurring target.
• You can influence people who do not report to you.
• You are comfortable challenging missed commitments while protecting long-term client trust.
• You can conduct engaging on-site and online training.
• You can interpret performance data and turn it into practical actions.
• You can read and evaluate Chinese-language Xiaohongshu content.
• You can communicate professionally with both business owners and frontline employees.
• You are willing to visit client locations and observe the actual operating environment.
• You take ownership of final results, not only completed activities.
• When a method works, you naturally turn it into a repeatable process or system.

Experience with Xiaohongshu, AI products or CPMS is an advantage, but it is not more important than your ability to drive people and produce measurable client outcomes.

This role may not be suitable if you:

• Prefer answering enquiries and maintaining relationships without owning client results.
• Are comfortable delivering training without checking whether behaviour changed.
• Enjoy creating content yourself but have never driven a team to produce consistently.
• Avoid difficult performance conversations with clients.
• Wait for detailed instructions before taking action.
• Report problems without proposing and driving a solution.
• Depend on constant manual chasing instead of improving the underlying system