Customer Success Manager (US Hours)

The Access Group; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

A leading business management software provider is seeking a passionate Customer Success professional to join their team in Kuala Lumpur. This role involves providing excellent customer service, resolving issues, and collaborating with internal stakeholders. Candidates should have over 4 years of experience in a similar role and a strong ability to empathize with customers and analyze data. Join a vibrant workplace that values inclusivity and personal growth, while delivering exceptional experiences for clients.

Benefits

25 days annual leave

Health contribution

Charity days

Qualifications

• 4+ years of experience in Customer Success or client-facing roles.
• Strong interpersonal skills and ability to resolve issues.
• Comfort with data analysis and strategic planning.

Responsibilities

• Provide reactive and proactive services to the customer base.
• Work with internal stakeholders to resolve customer issues.
• Deliver Annual Program reviews with performance feedback.

Skills

Customer empathy

Analytical

Problem-solving

Excellent communication

Stakeholder influence

Tools

Salesforce

Gainsight

Job description

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

Paytronix, an Access Group company, is a cloud-based digital guest engagement platform for the hospitality industry. Our innovative, unified platform provides loyalty programs, online ordering, gift cards, branded mobile applications, and strategic insights to more than 1,800 leading restaurant and convenience store brands. Our valued clients leverage the power of Paytronix across 50,000 sites globally to create seamless, personalized, and brand-authentic experiences that foster lasting relationships with their customers. For more than 20 years, Paytronix has been a trusted partner helping brands maximize the lifetime value of their guests and grow more profitable businesses. For more information visit www.paytronix.com.

The kind of person we are looking for:

You are passionate about Customer Success and get a kick out of resolving a customer issue. You don’t accept the basics in life, and you are restless in your efforts to excel both at work and outside of work. You have experience of dealing with large numbers of customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with Customers and internal stakeholders. You feel at home at Access and relish the opportunity to join a growing team – a team with a first‑class reputation for Service Excellence.

Day-to-day, you will:

• Be a valued member of the Customer Success team, providing both reactive and proactive services to our customer base, and report to the Customer Success Team Leader.
• Work with numerous internal stakeholders to resolve customer issues and escalations, ensuring issue resolution exceeds customer expectations.
• Deliver Annual Program reviews based on a templated model providing high‑level performance feedback and recommendations to Paytronix customers.
• Own and manage an annual program of Success Events and Webinars, collaborating with internal and external stakeholders to deliver additional value and enhance customer relationships.
• Monitor inflow of CSM requests, community feedback, and NPS data, using these early warning systems to proactively liaise with customers and ensure service excellence through confident and empathetic engagement.

Qualifications

• 4 plus years of experience in Customer Success or related client‑facing roles, with strong interpersonal skills, customer empathy, and a knack for resolving issues.
• Ability to influence stakeholders through persuasion, negotiation, and consensus‑building, with an analytical, data‑driven, and process‑oriented mindset.
• Demonstrates a commitment to continuous learning and improvement, enthusiastic and creative in problem‑solving, and flexible and adaptable to evolving roles and responsibilities.
• Excellent communication skills, capable of working autonomously and collaboratively, with the ability to prioritize multiple projects, quickly learn new technologies, and support team members during peak times.
• Comfort with data analysis, business reviews, and strategic planning.
• Passion for delivering an exceptional customer experience.
• Some travel may be required.

Preferred

• Experience in the restaurant, hospitality, or convenience retail industries.
• Familiarity with customer engagement, loyalty, or digital marketing technologies.
• Salesforce and Gainsight experience a plus.
• Experience in the restaurant industry and/or with point‑of‑sale systems such as Micros or Toast or related technologies.

What are we all about?

The Access Group is one of the largest UK‑headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid‑sized organisations in commercial and non‑profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approximately 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentic you? Let's make a difference together.

Love Work. Love Life. Be You.