Customer Success Manager

Perfios; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Perfios, a banking-tech company, is expanding its Customer Success presence in Kuala Lumpur. You will own day-to-day relationships with a portfolio of Malaysian banking clients, translating requirements into tickets and ensuring delivery with cross-functional teams.

You will coordinate with Product/Engineering, track SLAs, and identify growth opportunities for upsell and renewals, while building deep knowledge of the local banking landscape and client needs.

Qualifications

• 4+ years in Customer Success, Account Management or Implementation.
• Exposure to Banking/Fintech/SaaS environments is a plus.
• Strong written and oral communication skills.
• Organised, detail-oriented, and reliable in logging and closing items.

Responsibilities

• Relationship & Portfolio Management: Own day-to-day relationships for Malaysian banking clients with regular check-ins and status reviews.
• Requirement Gathering: Translate client requirements into actionable tickets and track delivery.
• First-Line Escalations: Handle day-to-day issues and loop in senior CS or leadership when needed.
• Client Voice: Link between clients and Product/Engineering to capture and act on feedback.
• SLA Tracking: Monitor open items and SLA performance until closed.
• Learn the Landscape: Build knowledge of Malaysian banking and lending environments.
• Support Upsell & Renewal: Flag growth opportunities to Sales and support renewals with strong CX.

Skills

Customer Success

Account Management

Implementation

Banking Fluency

Communication

Tools

Ticketing Systems

Job description

We are a banking-tech company. We help banks remodel their lending workflows by automating data aggregation, cleansing, and analysis. Our international business is growing fast, and we are scaling up our Customer Success presence in Malaysia to keep up.

The Mission

Malaysia is a priority growth market for us in Southeast Asia. We're looking for a Customer Success Manager to own the day-to-day relationship with a portfolio of banking clients, keep delivery on track, and be the dependable point of contact clients can count on between the big strategic conversations.

The Reality Check: Is This You?

• You thrive in chaos: You don't need a stable process; you build the process. You are comfortable navigating situations where the path isn't clear and discovery is 90% of the battle.
• You are a diplomat and a warrior: You can handle pressure from our Sales team (who need to close deals fast) while managing our Engineering team (who need concrete requirements before building). You stop the 'blame game' and start the 'build game'.

What You'll Actually Be Doing

Relationship Ownership & Delivery (60%)

• Relationship & Portfolio Management: Own the day-to-day relationship for a portfolio of Malaysian banking clients, building trust-based relationships through regular check-ins and status reviews.
• Requirement Gathering: Translate client requirements into clear, actionable tickets, and track them through to delivery.
• First-Line Escalations: Handle day-to-day issues as they arise, and know when to loop in senior Customer Success or leadership.

Internal Coordination (25%)

• Client Voice: Be the link between clients and Product/Engineering, making sure feedback is captured accurately and acted on.
• SLA Tracking: Monitor open items and SLA performance, following up until things are closed out.

Market Support & Growth (15%)

• Learn the Landscape: Build working knowledge of the Malaysian banking and lending environment your clients operate in.
• Support Upsell & Renewal: Flag growth opportunities to Sales and support renewal conversations with a strong customer experience.

The Must-Haves

• Relevant Experience: At least 4 years in Customer Success, Account Management, or Implementation, ideally with exposure to Banking, Fintech, or SaaS environments.
• Banking Fluency: You understand core lending or banking concepts well enough to speak credibly with client stakeholders, or you can demonstrate you'll pick this up quickly.
• Communication Skills: You write and speak clearly and confidently and can manage several client accounts in parallel without dropping details.
• Process Discipline: You are organised and detail-oriented, comfortable logging and tracking work in ticketing systems, and reliable about closing the loop on open items rather than letting them sit.