Customer Success Manager

Omnichat; Kuala Lumpur; On-site; MYR 72,000 - 110,000; Full time

Job summary

Omnichat, a leading SEA customer success partner for regional brands, seeks a focused Customer Success Manager to own SEA accounts from onboarding to renewal.

You will drive product adoption, monitor customer health, conduct quarterly business reviews, manage renewals, and collaborate with Sales on upsell opportunities, while maintaining CRM accuracy and supporting regional expansion.

Qualifications

• Bachelor's degree in Business, Marketing, IT, or related field.
• 3+ years in a customer success role, preferably SaaS/tech.
• Excellent communication, presentation, and interpersonal skills.
• Bilingual in English and Chinese is preferred.
• Strong analytical and problem-solving abilities to address customer needs.
• Able to work independently, manage multiple priorities, and meet deadlines.

Responsibilities

• Own a portfolio of SEA accounts across the customer lifecycle from onboarding to renewal.
• Drive product adoption, customer health monitoring, and quarterly business reviews.
• Manage renewal conversations and retention forecasting.
• Identify and execute upsell and cross-sell opportunities in collaboration with Sales.
• Act as escalation point for strategic accounts when needed.
• Maintain accurate CRM records and health metrics reporting.
• Support regional expansion initiatives.

Skills

Communication

Analytical thinking

Problem solving

Multitasking

Education

Bachelor's degree in Business/Marketing/IT

Job description

Omnichat is the Business Partner and WhatsApp Business Solution Provider of META.

Founded in 2017, Omnichat specializes in centralizing customers’ conversations from WhatsApp Business Platform, Facebook Messenger, Instagram, LINE, WeChat and website live chat into a single platform to enhance marketing optimization.

By leveraging marketing automation and AI, CRM integration and customer 360 persona mapping, Omnichat is committed to empowering brands to achieve digital transformation as well as delivering personalized shopping experience.

The company has built a solid reputation in serving 5,000+ local and international retail and e-commerce brands.

Job Description

• Own a portfolio of SEA accounts across the customer lifecycle from onboarding to renewal
• Drive product adoption, customer health monitoring, and quarterly business reviews
• Manage renewal conversations and retention forecasting
• Identify and execute upsell and cross-sell opportunities in collaboration with Sales
• Act as escalation point for strategic accounts when needed
• Maintain accurate CRM records and health metrics reporting
• Support regional expansion initiatives

Job Requirements

• Bachelor's degree in Business, Marketing, IT, or a related field.
• 3 years+ of experience in a customer success role, preferably in the SaaS or technology industry.
• Excellent communication, presentation, and interpersonal skills, bilingual in English and Chinese is preferred
• Strong analytical and problem-solving skills, with the ability to identify and address customer needs and pain points.
• Ability to work independently, manage multiple priorities, and meet deadlines.

Why You Should Join Us

• We work in a fun, collaborative open space where we encourage creativity and ideas flow freely.
• Flat structure environment, you will be able to work independently and present your own ideas.
• We provide guidance and mentorship to polish your business skills and entrepreneurship mindset.
• We are one of the standout tech startups in Hong Kong, targeting a huge opportunity in Asia.

We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in strictest confidence and handled confidentially by authorized personnel for recruitment-related purposes