Customer Success Manager

Aspen Technology; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Customer Success Manager to drive customer satisfaction and business transformation. In this dynamic role, you will forge strong relationships with clients, ensuring they maximize the value of solutions offered. Your expertise will guide customers through their journey, from initial adoption to renewal, while collaborating with internal teams to enhance account strategies. If you thrive in a fast-paced environment and have a knack for building trust, this is the perfect opportunity to make a significant impact in the process industry.

Qualifications

• 5 years of experience in the process industry.
• 3+ years in Customer Success Management or similar roles.

Responsibilities

• Owns the customer experience and renewal results for assigned accounts.
• Acts as a trusted advisor throughout the customer lifecycle.
• Builds relationships with decision makers to deepen partnerships.

Skills

Customer Relationship Management

Communication Skills

Project Management

Business Acumen

Fluency in Bahasa Melayu

Fluency in English

Education

Bachelor’s Degree in Process/Chemical/Petroleum Engineering

Job description

The driving force behind our success has always been the people of AspenTech. What drives us is our aspiration, desire, and ambition to keep pushing the envelope, overcoming hurdles, and challenging the status quo to find better solutions. You will experience these qualities of passion, pride, and aspiration through career development programs, community service projects, and social events that foster fun and relationship building across our global community.

The Role

The Customer Success Manager (CSM) is responsible for building and maintaining strong, high-level trusted advisor relationships within assigned accounts, ensuring high customer satisfaction and ROI recognition tied to customer initiatives. The CSM leads to renewals and solution growth opportunities. We seek a passionate, experienced individual capable of helping a portfolio of customers achieve business transformation by leveraging our solutions. This involves creating trusted relationships, providing insights on technology, governance, adoption, and industry thought leadership. CSMs must align our success with customer initiatives, demonstrating autonomy, ownership, and dedication to helping customers understand their maturity level through a value framework process.

Your Impact

1. Owns the customer experience, journey (adoption and value capture), and renewal results for assigned accounts.
2. Focuses on customer intimacy.
3. Delivers business impact and innovation by understanding key business issues and opportunities.
4. Builds and nurtures relationships with decision makers, influencers, and senior management to deepen partnerships.
5. Understands the customer’s environment, challenges, and opportunities, aligning AspenTech’s initiatives accordingly.
6. Acts as a trusted advisor throughout the customer lifecycle, from initial sale to renewal and growth.
7. Ensures solutions are understood, increasing adoption and satisfaction.
8. Engages in proactive contact, on-site visits, Executive Business Reviews, user group meetings, and roadmaps.
9. Collaborates internally to develop account strategies, renewals, and expansion opportunities.
10. Facilitates cross-functional team efforts and manages resources effectively.
11. Provides product insights and strategic advice for sales and training initiatives.
12. Identifies and mitigates risks to customer growth, satisfaction, or renewal.
13. Nurtures accounts into long-term partnerships, increasing usage and adoption.

What You'll Need

• Bachelor’s Degree in Process/Chemical/Petroleum Engineering.
• 5 years of professional experience in the process industry.
• 3+ years in Pre-Sales, Customer Relationship Management, or Customer Success Management.
• Excellent communication skills, both written and verbal.
• Proven ability to facilitate, lead teams, and manage projects.
• Skilled at building relationships with decision makers and influencers.
• Strong self-motivation, agility, and business acumen.
• Fluent in Bahasa Melayu and English, both spoken and written, with the ability to connect locally.

Preferred:

• 3-5 years experience with AspenTech’s solutions or similar software in Process Industries.
• Experience managing multi-million dollar portfolios.