Customer Success Systems Lead

Brandwriter Ai Sdn. Bhd.

Selangor

On-site

MYR 120,000 - 180,000

Full time

8 days ago

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Job summary

BrandWriter is seeking an experienced Customer Success leader in Malaysia to build a scalable CS function. You will own onboarding, activation, and renewal outcomes, working hands-on with clients while shaping the systems behind Customer Success.

You will collaborate with Product, Sales and Operations, design end-to-end journeys, and establish KPIs and playbooks. The role requires 5–8 years in CS/AM, strong Mandarin and English, and a passion for turning customer feedback into product

Qualifications

5–8 years of relevant working experience in Customer Success or related roles.
Minimum 2 years leading customer outcomes, retention or renewals.
Proven experience building SOPs, playbooks, onboarding processes or customer journeys.
Strong understanding of retention, activation, churn and lifecycle management.
Comfortable working with data and metrics to identify risks and opportunities.
Experience coaching or leading a CS/AM team preferred.
Strong communication in Mandarin and English.

Responsibilities

Own customer success outcomes from onboarding through renewal.
Diagnose underperformance using data and on‑ground observations.
Design and improve the end‑to‑end Customer Journey.
Build scalable onboarding, activation, health score, retention and churn frameworks.
Turn successful practices into SOPs, playbooks, templates and processes.
Monitor engagement and flag at‑risk accounts before renewal.
Collaborate with Product, Sales and Operations to improve products/processes.
Lead, coach and develop the Customer Success team.
Establish CS KPIs, reporting and operating rhythms.
Improve service to support hundreds to thousands of customers without headcount growth.