Customer Success Team Lead: Onboarding & Retention

ELS Technology; Kuala Lumpur; Hybrid; MYR 100,000 - 167,000; Full time

Benefits offered by this job

Performance Bonus

EPF, SOCSO & EIS contributions

Paid annual leave, medical leave, and

Public holidays

Maternity and paternity leave

Career growth as customer base expands

Job summary

ELS Technology is seeking a Customer Success Team Leader to guide our CS team and optimize onboarding for customers using our AI-powered SaaS Omnichannel platform. The role focuses on building long-term relationships and driving renewals by monitoring satisfaction, usage, and churn risks.

You will analyze why customers stay or leave, gather feedback, and collaborate with Product & Technology teams to enhance service delivery, aiming for high loyalty and successful adoption across the Malaysian

Qualifications

• Experience in Customer Success or Customer Service.
• SaaS, software, e-commerce, or technology experience preferred.
• Strong communication and problem-solving skills.
• Customer-focused and data-driven mindset.
• Malaysian market experience is an advantage.

Responsibilities

• Lead the Customer Success / Customer Service team.
• Build and improve customer onboarding processes.
• Help customers successfully adopt and use the product.
• Monitor customer satisfaction, product usage, and churn risks.
• Improve customer retention and contract renewals.
• Analyze why customers stay or leave.
• Collect customer feedback and work with Product & Technology teams.
• Build customer service processes and support standards.

Skills

Team leadership

Customer focus

Communication

Problem solving

Data-driven

Job description

ELS Technology is seeking a Customer Success Team Leader to guide our CS team and optimize onboarding for customers using our AI-powered SaaS Omnichannel platform. The role focuses on building long-term relationships and driving renewals by monitoring satisfaction, usage, and churn risks.

You will analyze why customers stay or leave, gather feedback, and collaborate with Product & Technology teams to enhance service delivery, aiming for high loyalty and successful adoption across the Malaysian