Customer Success Manager (Tech)

Foqcus Sdn Bhd; Kuala Lumpur; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A technology-focused company in Kuala Lumpur seeks a Customer Success Manager (Tech) to manage client success and ensure users derive maximum value from solutions. The role involves technical implementation, strategic relationship management, and product advisory. Candidates should have 3–5 years in Customer Success or Technical Account Management and be adept at handling multiple complex accounts. The company offers a supportive environment with opportunities for mentorship and advanced learning.

Benefits

Healthcare, dental, and optical benefits

Electronic device subsidy

Company meals and outings

Accessible office location

Free flow of coffee, tea, and chocolates

Qualifications

• 3–5 years of experience in Customer Success or Technical Account Management.
• Proven ability to manage multiple complex client accounts concurrently.
• Experience working with SaaS, ERP, or data-driven IT systems.

Responsibilities

• Assist in client projects from initial requirements gathering to execution.
• Serve as the primary relationship owner for assigned client accounts.
• Identify opportunities for additional modules or solution enhancements.

Skills

Strategic Communication

Analytical Problem Solving

Structure & Detail

Ownership Mindset

Technical Agility

Job description

Role Overview

We are looking for a Customer Success Manager (Tech) to take end-to-end ownership of client accounts. This hybrid role blends technical project implementation, strategic relationship nurturing, and product advisory to ensure customers continuously derive maximum value from our solutions. You will be expected to independently structure complex client situations, propose technical options, and make informed recommendations that drive long-term retention and growth.

To ensure you can focus 100% on high-level client strategy, you will be supported by an AI-first workflow, including automated meeting documentation and AI-driven health scores.

Key Responsibilities

1. Project Management & Technical Implementation

• Full Lifecycle Ownership: Assist in client projects from initial requirements gathering and planning through to execution, technical delivery, and onboarding.
• Feasibility & Scoping: Assess the technical feasibility of requested changes and clearly position timelines, complexity, and cost implications to stakeholders.
• Internal Coordination: Serve as the bridge between clients and our internal technical/product teams to ensure seamless delivery.
• Risk Mitigation: Proactively identify project risks, ambiguities, or misalignments early and recommend strategic mitigation approaches.
• Documentation: Maintain structured records of all technical discussions, decisions, and system changes.

2. Strategic Relationship & Success Management

• Account Ownership: Serve as the primary relationship owner and trusted advisor for assigned client accounts.
• Value Creation: Develop a deep understanding of client business goals to keep our solution relevant and value-creating.
• Proactive Adoption: Monitor usage patterns and proactively recommend best practices or new workflows to increase successful adoption.
• Account Recovery: Implement follow-up strategies to reactivate inactive or disengaged accounts.
• Escalation Management: Handle support requests and high-stakes escalations with professional and timely follow-through.

3. Commercial Growth & Product Evolution

• Expansion Identification: Identify opportunities for additional modules, extensions, or solution enhancements that benefit the client’s business.
• Commercial Support: Support discussions regarding scope additions, system enhancements, or contract upgrades.
• Product Feedback Loop: Translate client gaps and needs into actionable suggestions for the internal product roadmap.
• Client Enablement: Conduct professional onboarding and training sessions (online or on-site) to ensure users fully leverage system features.

Experience Needed

• 3–5 years of experience in Customer Success, Technical Account Management, Project Coordination, Business Analyst or Implementation within a tech-based industry.
• Multi-Account Management: Proven ability to manage multiple complex client accounts or projects concurrently.
• Technical Literacy: Experience working with digital platforms, SaaS, ERP, or data-driven IT systems.
• Stakeholder Interaction: Demonstrated success interacting with internal developers, product managers, and external vendors to resolve technical issues.
• Requirement Translation: Proven ability to translate vague client needs into structured, actionable technical requirements.

Requirements & Skills

• Strategic Communication: Excellent interpersonal skills with the ability to deliver assertive, professional messaging during negotiations.
• Analytical Problem Solving: A mature approach to situational judgment and the ability to assess project feasibility logically.
• Structure & Detail: Highly organized and detail-oriented in managing complex workstreams and documentation.
• Ownership Mindset: Self-driven and accountable for high-level results rather than just completing tasks.
• Technical Agility: Ability to learn new system structures and digital workflows rapidly.

Nice to Have (Bonus Points)

• Background in enterprise software such as ERP, CRM, POS, or traceability-related solutions.
• Industry experience in FMCG, pharmaceutical, manufacturing, or logistics environments.
• Previous experience in solution consulting or pre-sales advisory roles.

What We Offer & Growth Opportunities

• Mentorship: Direct coaching from company leadership.
• Advanced Learning: On-the-job training in digital platform architecture, data flows, and regional enterprise deployments.
• Strategic Influence: Real opportunities to shape the product roadmap and participate in industry expos/workshops.
• Career Path: Clear progression toward senior leadership in Customer Success, Strategic Product Management, or Implementation Leadership

Perks & Benefits:

• Young and energetic team environment
• Healthcare, dental, and optical benefits
• Electronic device subsidy
• Occasional company meals, outings, and annual trips
• Highly accessible office (Taman Mutiara MRT, Kajang line) with lots of nearby food options
• Free flow of coffee, tea, and chocolates!