CUSTOMER SUCCESS TEAM LEADER

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

We are looking for a Customer Success Team Leader to help customers successfully use our AI-powered SaaS Omnichannel platform and build long-term customer relationships. Our goal is to achieve 70% loyal customers who continue using and renewing our product. Lead the Customer Success / Customer Service team, building and improving customer onboarding processes to help customers successfully adopt and use the product. Monitor customer satisfaction, product usage, and churn risks while working to improve customer retention and contract renewals. Analyze why customers stay or leave, collect customer feedback, and collaborate with Product & Technology teams to enhance service delivery.

Key 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

About you

• 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

• Performance Bonus
• EPF, SOCSO & EIS contributions in accordance with Malaysian regulations
• Paid annual leave, medical leave, and public holidays
• Maternity and paternity leave in accordance with Malaysian law
• Career growth as customer base and regional operations expand