Customer Success Manager

Kegmil; Kampung Plentong Baru; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading SaaS company in Malaysia is seeking an empathetic Customer Success Manager. You will build trusted relationships with customers to drive adoption of the platform, gather feedback for continuous improvement, and ensure client success. The ideal candidate has a minimum of 3 years in Customer Success in the SaaS sector and a passion for understanding client needs. This position offers a competitive salary, equity participation, and flexible hybrid work.

Benefits

Competitive salary with equity participation

Flexible, hybrid work

Fast-track to leadership

Qualifications

• 3+ years’ experience in Customer Success or Account Management in SaaS.
• Customer-first mindset to understand and champion client needs.
• Strong relationship-building and communication skills.

Responsibilities

• Develop and maintain trusted relationships with customers.
• Understand customers’ business goals and align the platform accordingly.
• Gather feedback to improve the product and drive adoption.

Skills

Customer Success Management

Relationship Building

Problem Solving

Communication Skills

Data Analysis

SaaS Industry Knowledge

Job description

About Us

Kegmil is revolutionizing the way mission-critical assets are repaired and maintained – by transforming complex systems of people and processes into streamlined, intelligent operations. Our mission is to empower millions of deskless field service professionals across Asia’s asset-centric industries with superior technology to elevate service excellence, operational insight, and profitable growth. Our cloud-based, mobile-first, and AI-powered platform automates and optimizes every aspect of field service from job scheduling and dispatch to execution and reporting. Kegmil is trusted by leading organizations across mission‑critical sectors – including elevator, fire protection, data center, medical equipment, and aerospace – to build the next‑generation digital backbone that unifies FSM, modular ERP, and AI‑powered workflows into one seamless platform for simpler, smarter, field service. We are a curious and collaborative team that finds purpose in solving real‑world, high‑stakes problems for our customers. We learn and grow together in a supportive and inclusive culture – where every voice matters, ownership is expected, and customer success is everyone’s priority.

Location

Singapore

Team

RevOps

We’re seeking an empathetic problem‑solver who enjoys talking to customers, understands their needs, and helps them unlock the full potential of Kegmil by driving adoption and usage. As a trusted advisor, you’ll guide clients through onboarding, training, and ongoing value realization – ensuring users get the most out of our solution.

You’ll play a key role in building the Customer Success function from the ground up, working with leadership to define the playbook and build repeatable processes as part of our RevOps strategy. As the voice of the customer, you’ll turn feedback into insights, surface product gaps, and shape product priorities that deliver impactful results. Your work will be felt in every customer win – earning trust, delivering measurable outcomes, and nurturing clients into lasting advocates.

What You’ll Do

• Develop and maintain trusted relationships with assigned customers, from onboarding through adoption, value realization, renewal, and expansion as their success partner.
• Understand customers’ business goals, operations, and challenges, aligning Kegmil’s platform to deliver measurable value and help users achieve their desired outcomes.
• Demonstrate solid knowledge of Kegmil’s product and features.
• Act as the voice of the customer, gathering feedback, identifying product gaps, and collaborating with cross‑functional teams (product, engineering, support, sales) to drive continuous improvement and innovation.
• Monitor customer health, remove adoption blockers, mitigate churn risk, and manage escalations – addressing challenges with urgency, empathy, and creativity. Lead business reviews and strategic conversations with customers, presenting data‑driven insights, adoption metrics, and value realization plans.
• Leverage data and analytics to identify opportunities for increased engagement, expansion, and advocacy – turning happy customers into long‑term evangelists.
• Contribute to the development of Customer Success playbooks, processes, and tools to scale excellence as part of Kegmil’s RevOps strategy.

What You’ll Bring

• 3+ years’ experience in Customer Success or Account Management in SaaS or enterprise software – you know how to build trust, drive adoption, and deliver measurable value.
• Customer‑first mindset – you care deeply about understanding customer needs and challenges, and you champion their success as a trusted advisor.
• Strong relationship‑building and communication skills – people trust you because you connect confidently with stakeholders at all levels through clear, empathetic, and thoughtful communication.
• Collaborative and proactive – you thrive working across teams (product, engineering, sales, support) and take ownership to ensure customers achieve their desired outcomes.
• Problem‑solver with a bias for action – you’re resourceful, creative, and stay calm under pressure to resolve issues quickly and effectively.
• Growth mindset – you’re curious, eager to learn, and excited to continuously improve your knowledge of Kegmil’s platform, customer needs, and industry best‑practice.

What We Offer

• Real‑world impact – help customers solve critical operational challenges through digital transformation.
• Fast‑track to leadership – a clear path to grow into a leadership role as we scale rapidly.
• Autonomy and ownership – you’re trusted to take initiative and make decisions, with the freedom to learn, try, and contribute.
• Flexible, hybrid work – focus on impact, not hours or location.
• Competitive salary with equity participation – share in our success as we grow, including commission opportunities on joint wins.