Customer Success Manager

StoreHub; Petaling Jaya; On-site; MYR 60,000 - 100,000; Full time

Benefits offered by this job

Apple Macbooks for everyone

Free Season Parking

Fully stocked fridge and pantry

Cutting edge tools

Medical and Dental

Opportunities for career growth

Job summary

StoreHub is seeking a Customer Success Manager (CSM) to own the commercial success of a live merchant portfolio, driving renewals, expansions, and add-ons. You will negotiate with merchant decision-makers, develop renewal strategies, and collaborate with Sales, Onboarding, Product, and Support to close high-impact commercial deals.

In this role you will lead negotiations, protect customer trust, and maximize revenue while partnering with internal teams to resolve issues and deliver value.

Qualifications

• 2–3 years of success in a Sales, Account Management, or Commercial Success role with clear ownership of pitching and closing.
• Strong negotiation and objection-handling skills.
• Comfortable owning the full commercial lifecycle for assigned accounts — not just a relationship management role.
• Excellent verbal and written communication skills with decision-makers.
• Strategic mindset, process discipline, and data-driven decision making.
• Strong customer management, including ability to navigate renewal resistance and product gaps.
• Experience working cross-functionally to deliver outcomes.
• Bachelor’s Degree.

Responsibilities

• Own the commercial success of your assigned portfolio of merchants — including pitching and closing renewals, expansions, and add-ons.
• Develop and execute win/win negotiation strategies that maximize contract value while protecting and enhancing customer trust.
• Partner with the Sales and Onboarding team to fully understand and develop a clear renewal strategy for each customer.
• Confidently lead commercial conversations with merchant decision-makers, including pricing, feature packaging, and contractual terms.
• Maximize account growth opportunities by playing a collaborative role in the account team and helping to drive incremental revenue.
• Identify customer requirements, uncover roadblocks, and proactively drive on-time renewal closures.
• Collaborate with internal resources such as Finance, Product, Marketing, and Business Intelligence teams to develop comprehensive win strategies.
• Provide executive visibility into renewals and solicit leadership involvement where needed to close high-risk or high-value deals.
• Maintain accurate forecasts and CRM hygiene across all renewal and expansion opportunities.
• Act as a CSM brand ambassador by adopting new initiatives, mentoring teammates, and delivering strategic revenue outcomes.

Skills

2–3 years sales

Negotiation

Account management

Cross-functional collaboration

Communication

Education

Bachelor's Degree

Tools

HubSpot CRM

Salesforce

Job description

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.

At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

If this is a journey you’d like to embark on, keep reading!

The Customer Success Manager (CSM) is a commercial leader responsible for managing and growing a portfolio of live merchant accounts. This includes executing contract renewals, driving account expansion (upsells, add-ons), and building long-term customer partnerships. CSMs are trusted merchant advisors and revenue owners, ensuring that merchants achieve their goals while maximizing financial outcomes for StoreHub.

You will collaborate cross-functionally with Sales, Onboarding, Product, and Support to resolve key merchant issues, identify opportunities, and close high-impact commercial decisions.

Responsibilities:

• Own the commercial success of your assigned portfolio of merchants — including pitching and closing renewals, expansions, and add-ons.
• Develop and execute win/win negotiation strategies that maximize contract value while protecting and enhancing customer trust.
• Partner with the Sales and Onboarding team to fully understand and develop a clear renewal strategy for each customer.
• Confidently lead commercial conversations with merchant decision-makers, including pricing, feature packaging, and contractual terms.
• Maximize account growth opportunities by playing a collaborative role in the account team and helping to drive incremental revenue.
• Identify customer requirements, uncover roadblocks, and proactively drive on-time renewal closures.
• Collaborate with internal resources such as Finance, Product, Marketing, and Business Intelligence teams to develop comprehensive win strategies.
• Provide executive visibility into renewals and solicit leadership involvement where needed to close high-risk or high-value deals.
• Maintain accurate forecasts and CRM hygiene across all renewal and expansion opportunities.
• Act as a CSM brand ambassador by adopting new initiatives, mentoring teammates, and delivering strategic revenue outcomes.

Required Skills/Experience:

• 2–3 years of success in a Sales, Account Management, or Commercial Success role with clear ownership of pitching and closing.
• Strong negotiation and objection-handling skills.
• Comfortable owning the full commercial lifecycle for assigned accounts — not just a relationship management role.
• Excellent verbal and written communication skills with decision-makers.
• Strategic mindset, process discipline, and data-driven decision making.
• Strong customer management, including ability to navigate renewal resistance and product gaps.
• Experience working cross-functionally to deliver outcomes.
• Bachelor’s Degree.

Desired Skills/Experience:

• Experience negotiating SME to Enterprise service contracts.
• Familiarity with CRM systems (e.g. HubSpot, Salesforce, or similar tools).
• Experience in a fast-paced SaaS, tech, or digital environment.
• Prior completion of a negotiation or commercial sales course.
• Willingness to pilot new initiatives and take on projects that improve team performance

What makes working at StoreHub awesome (and refreshing!):

Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.

Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.

Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.

Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

We do have all the other cool perks too:

• Apple Macbooks for everyone
• Free Season Parking
• Fully stocked fridge and pantry - Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we'll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.