Customer Success Manager MYR 8-10K

Fuku; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading HR technology provider is seeking a Customer Success Manager in Kuala Lumpur. You will be the primary contact for customers, enhancing satisfaction and driving engagement with the HR SaaS platform. Ideal candidates will hold a Bachelor's in relevant fields along with experience in customer success roles. Strong communication and analytical skills are essential, along with a proactive approach to solving customer issues and identifying upselling opportunities. This position aims to build lasting partnerships and ensure customer satisfaction.

Qualifications

• Proven experience as a Customer Success Manager or similar role, preferably in SaaS or HR technology.
• Strong understanding of HR processes and experience in HR SaaS solutions.
• Ability to manage multiple accounts in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for assigned customers.
• Develop and maintain strong relationships with customers.
• Monitor customer usage and engagement with the platform.

Skills

Customer relationship management

Communication

Problem-solving

Analytical skills

Education

Bachelor's degree in Business, Marketing, HR or related field

Tools

CRM tools

Customer success platforms

Job description

About the company

Our client is a leading provider of innovative HR software solutions designed to streamline and enhance human resource management processes. With a strong focus on customer satisfaction and cutting‑edge technology, the company empowers organizations to optimize their HR operations, improve employee engagement, and drive business success. Headquartered in India, the company serves a diverse global clientele and is committed to delivering exceptional value through its robust SaaS platform.

Job responsibilities

• Act as the primary point of contact for assigned customers, ensuring their satisfaction and success with the HR SaaS platform.
• Develop and maintain strong relationships with customers, understanding their business needs and objectives.
• Proactively identify opportunities for upselling and cross‑selling additional products or services to existing customers.
• Collaborate with internal teams to address customer concerns, resolve issues, and ensure timely delivery of solutions.
• Monitor customer usage and engagement with the platform, providing insights and recommendations to maximize value.
• Conduct regular check‑ins and business reviews with customers to assess their satisfaction and identify areas for improvement.
• Create and execute customer success plans tailored to individual client needs and goals.
• Provide training, onboarding, and ongoing support to ensure customers are fully utilizing the platform's features.
• Work closely with the sales and product teams to share customer feedback and contribute to product enhancements.
• Drive customer retention and loyalty by delivering exceptional service and fostering long‑term partnerships.

Job requirements

• Bachelor's degree in Business, Marketing, HR, or a related field;
• Proven experience as a Customer Success Manager or in a similar customer‑facing role, preferably in the SaaS or HR technology industry;
• Strong understanding of HR processes and systems, with a depth of experience in HR SaaS solutions;
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers;
• Demonstrated ability to identify upsell and cross‑sell opportunities and achieve revenue growth targets;
• Proactive problem‑solving skills and a customer‑centric mindset;
• Ability to manage multiple accounts and prioritize tasks effectively in a fast‑paced environment;
• Experience with CRM tools and customer success platforms is highly desirable;
• Strong analytical skills to interpret customer data and provide actionable insights;
• Self‑motivated, results‑driven, and committed to delivering exceptional customer experiences.