Customer Success Lead

BRANDWRITER AI SDN. BHD. (fka Miraity R&D Sdn. Bhd.); Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

BrandWriter is an AI-powered store marketing technology company building CPMS—Customer Powered Marketing System. You will design and implement a scalable Customer Success system that makes outcomes repeatable from onboarding to churn prevention, while hands-on with clients.

You will lead and coach the CS team, define KPIs, and collaborate with Product, Sales and Operations to turn recurring issues into product improvements; Mandarin-speaking clients are a focus.

Qualifications

• 5–8 years of relevant working experience in CS or related roles.
• Minimum 2 years direct responsibility for customer outcomes.
• Proven experience building or improving SOPs, playbooks, onboarding processes, customer journeys or health systems.
• Strong understanding of customer retention, activation, churn and lifecycle management.
• Comfortable working with data and using metrics to identify customer risks and opportunities.
• Experience managing multiple accounts, outlets, branches or locations is highly preferred.
• Strong problem-solving and root-cause analysis skills.
• Able to work cross-functionally with Product, Sales and Operations teams.
• Experience coaching or leading a CS / AM team is preferred.
• Mandarin proficiency to effectively communicate with Mandarin-speaking clients.

Responsibilities

• Own customer success outcomes from onboarding, activation and adoption through retention and renewal.
• Identify why clients or individual outlets are underperforming and diagnose the root cause using data and on-ground observations.
• Design and continuously improve the end-to-end Customer Journey.
• Build scalable Onboarding, Activation, Customer Health Score, Retention and Churn Prevention frameworks.
• Turn successful practices into SOPs, playbooks, templates and processes that the entire CS team can replicate.
• Monitor customer engagement and identify at-risk accounts before they reach the renewal stage.
• Work closely with Product, Sales and Operations teams to turn recurring customer problems into product or process improvements.
• Lead, coach and develop the existing Customer Success team.
• Establish Customer Success KPIs, reporting systems and operating rhythms.
• Continuously improve the service experience so the company can support hundreds and eventually thousands of customers without relying solely on headcount growth.

Skills

Customer Success

Account Management

B2B SaaS

MarTech

Retail Tech

F&B Tech

Job description

This is not a traditional customer service role. You will build a Customer Success System that helps clients consistently achieve results — without depending on individual team members constantly chasing customers. You will initially work hands-on with clients while building the systems behind Customer Success, including: Customer Journey → Activation → Customer Health → Retention → Churn Prevention → Service Design. Your goal is to make customer success repeatable and scalable.

Key responsibilities

Own customer success outcomes from onboarding, activation and adoption through retention and renewal.

Identify why clients or individual outlets are underperforming and diagnose the root cause using data and on-ground observations.

Design and continuously improve the end-to-end Customer Journey.

Build scalable Onboarding, Activation, Customer Health Score, Retention and Churn Prevention frameworks.

Turn successful practices into SOPs, playbooks, templates and processes that the entire CS team can replicate.

Monitor customer engagement and identify at-risk accounts before they reach the renewal stage.

Work closely with Product, Sales and Operations teams to turn recurring customer problems into product or process improvements.

Lead, coach and develop the existing Customer Success team.

Establish Customer Success KPIs, reporting systems and operating rhythms.

Continuously improve the service experience so the company can support hundreds and eventually thousands of customers without relying solely on headcount growth.

About you

5–8 years of relevant working experience, preferably in Customer Success, Account Management, B2B SaaS, MarTech, Retail Tech, F&B Tech or related industries.

Minimum 2 years of direct responsibility for customer outcomes, retention or renewals.

Proven experience building or improving SOPs, playbooks, onboarding processes, customer journeys or customer health systems.

Strong understanding of customer retention, activation, churn and customer lifecycle management.

Comfortable working with data and using metrics to identify customer risks and opportunities.

Experience managing multiple accounts, outlets, branches or locations is highly preferred.

Strong problem-solving and root-cause analysis skills.

Able to work cross-functionally with Product, Sales and Operations teams.

Experience coaching or leading a Customer Success / Account Management team is preferred.

We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

About us

BrandWriter is an AI-powered store marketing technology company building a new category called CPMS — Customer Powered Marketing System. With BrandWriter CPMS, customers scan at the store, share their experience, and AI transforms it into ready-to-publish social content — turning real customer experiences into authentic brand trust and marketing assets. Our mission is to ensure that the value of great businesses no longer goes unseen. As we scale across Malaysia and Southeast Asia, we are building our Customer Success function.