Customer Success Manager

Sobot Technologies Pte Ltd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sobot Technologies Pte Ltd in Kuala Lumpur is seeking a Customer Success Manager to own the full lifecycle for enterprise clients across SEA, from onboarding to renewal. You will partner with Product, Sales, and Engineering to drive adoption, retention, and revenue.

The role demands strong communication, post-sales IT/SaaS experience, and comfort engaging stakeholders across cultures. Mandarin and English are a plus as you support diverse customers and expand strategic opportunities.

Qualifications

• Bachelor's degree in business, Marketing, IT, or a related field.
• 3-5 years of experience in B2B consulting, customer success, account management, or related roles.
• Strong communication skills with ability to engage stakeholders across cultures and regions.

Responsibilities

• Manage an existing portfolio of customers, including inquiries, relationships, adoption, upsell opportunities, and renewals.
• Build and maintain relationships with key customer stakeholders across regions.
• Serve as a trusted advisor to maximize value of products and services.

Skills

Strong communication

Stakeholder management

Cross-cultural experience

English and Mandarin fluency

Education

Bachelor's degree in business/Marketing/IT

Job description

We are looking for a Customer Success Manager to join our team. You will be responsible for the full customer lifecycle from onboarding and adoption to expansion and renewal, for our enterprise clients across SEA region. In this role, you will serve as a trusted advisor, helping customers unlock the full value of Sobot's products and solutions. You will work closely with our Product, Sales, and Engineering teams to drive customer retention, product adoption, and revenue growth.

Key responsibilities

Manage an existing portfolio of customers, including handling inquiries, strengthening relationships, driving product adoption, identifying upselling opportunities, and managing renewals.

Build and maintain strong relationships with key customer stakeholders across multiple regions.

Serve as a trusted advisor by recommending best practices and helping customers maximize the value of the company's products and services.

Monitor customer health, engagement, and usage trends to proactively identify risks, address concerns, and uncover growth opportunities.

Conduct regular business reviews to align objectives, share performance insights, and drive continuous improvement.

Identify account expansion opportunities and collaborate with Sales and Account Management teams to develop and execute growth strategies.

Lead renewal planning and execution to maintain high customer retention rates.

Gather customer feedback and translate it into structured, actionable insights for internal teams to improve product features and service delivery.

Support the development of customer case studies and share best practices to strengthen the overall Customer Success function.

About you

Bachelor's degree in business, Marketing, IT, or a related field.

3-5 years of experience in B2B consulting, customer success, account management, or related roles.

Strong communication skills, with the ability to engage stakeholders across different cultures and regions.

Post-sales experience in the IT or SaaS industry.

English and Mandarin fluency will be a big plus to serve different types of customers.

About us

Sobot started the CX revolution in early 2014 and served over 10,000 brands and enterprises with millions of customers over online chat, social channels, business messaging, voice calls, etc. It is committed to providing an easy, stable, intelligent, efficient, secure, reliable, open, and compatible platform for global enterprise users to contact and communicate with their end customers. Sobot is also the meta-authorized BSP to enable enterprises to apply for business accounts and send marketing campaigns, notifications, OTPs, and utility messages to their end customers. Sobot has raised seven rounds of funding and received 100 million USD of Series D, led by Softbank.

Opportunity to work with cutting-edge AI-powered customer experience technology at one of Southeast Asia's fastest-growing tech companies, serving high-growth markets across Asia and the Middle East.

Join a fast-paced, collaborative startup with a passionate global team focused on creativity, mentorship, and professional growth.

Career advancement opportunities with mentorship, professional development, and the chance to make a meaningful impact on the company and CX industry.

Flat organizational structure that empowers independent thinking, ownership, and the freedom to contribute ideas.

What can I earn as a Customer Success Manager