Customer Success Manager

Hunters International Sdn Bhd; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading digital transformation firm seeks a Customer Success Manager to drive client satisfaction and adoption of their SaaS solutions. The candidate will engage with customers to ensure they receive maximum value from the platform. Key qualifications include at least 1 year of experience in customer success, excellent communication skills in Japanese, and a Bachelor's degree. This role is based in Kuala Lumpur, Malaysia and offers competitive remuneration.

Benefits

Attractive Sales Incentives

Qualifications

• At least 1 year of direct enterprise-level customer success experience.
• Experience leading customer meetings and success reviews.
• Ability to address technical demands and act as a sales liaison.

Responsibilities

• Encourage clients to utilize new features.
• Evaluate churn and downsell risk for customers.
• Conduct regular customer success reviews.

Skills

Enterprise-level customer success experience

Excellent verbal and written communication in Japanese

Strategic planning

Project management

Education

Bachelor's Degree or equivalent

Job description

About Our Client

Our client is a digital transformation and business process outsourcing company that helps companies improve operations, customer experiences, and efficiency through technologies like AI, automation, cloud engineering, and analytics.

Job Description

• Encourage clients to utilize new features that will help them drive their business forward
• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
• Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle
• Develop plans that ensure that clients are successfully adopting our platform that align to their business needs
• Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments
• Develop customer relationships, by building trust and ensuring the customers needs are met
• Align customers with the enablement resources to drive adoption

Job Requirements

• Open to candidates based in either Malaysia or Japan
• At least 1 year's direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)
• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers
• Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management
• Excellent verbal and written communication skills in Japanese or Nihongo (Preferably N1 or Native speaker)
• Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program
• Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set
• Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audience

Remuneration

Basic Package (USD 2,500 - USD 3,000, approximately MYR 10,000 to MYR 12,000)

Attractive Sales Incentives

Working Location

Kuala Lumpur, Malaysia

Consultant in-charge

Jason | [e-mail] | 012 688 8045 (WhatsApp text only)