CX Architect for Scale | Partner Success & Retention

Courtsite; Kuala Lumpur; On-site; MYR 120,000 - 190,000; Full time

Job summary

Courtsite is scaling and we’re looking for a CX Manager to build the CX organisation that scales with us. You’ll be the anchor of the CX function, bringing together people, performance, systems and strategy to build a CX organisation that is high-performing, data-driven and built for scale.

Working closely with the Head of GTM, you’ll lead both Customer Support and Customer Success with the mandate to keep daily operations excellent, drive product adoption and improve retention across partner

Qualifications

• 5–6+ years in customer-facing roles such as CX, Customer Success, Customer Support or Operations.
• Experience in SaaS, tech or e-commerce, in fast-scaling environments.
• Proven track record leading teams and building scalable customer operations.
• Strong focus on Partner success, product adoption, retention and customer outcomes.
• Hands-on experience with CRM systems is a plus.
• Values candour, empathy and accountability; able to coach and address challenges.

Responsibilities

• Set the standards, OKRs and operating rhythm for a proactive CS team with ownership of Partner Success.
• Drive improvements across Partner Success, product adoption and retention throughout the customer lifecycle.
• Build customer health, segmentation and intervention frameworks to identify risks and opportunities early.
• Lead Customer Support + Customer Success and build the operating model for next growth.
• Create scalable processes, SLAs, playbooks, workflows and automation.
• Design service scope and support models that optimise cost-to-serve while keeping a great customer experience.
• Identify where Partner Centres under-utilise Courtsite and turn gaps into adoption initiatives.
• Build adoption and Partner Success initiatives using feedback and data to improve the journey.
• Drive retention initiatives based on customer data and insights.

Skills

CX strategy

People leadership

Data-driven

Cross-functional collaboration

English proficiency

CRM

Tools

Service CRM

Job description

Courtsite is scaling and we’re looking for a CX Manager to build the CX organisation that scales with us. You’ll be the anchor of the CX function, bringing together people, performance, systems and strategy to build a CX organisation that is high-performing, data-driven and built for scale.

Working closely with the Head of GTM, you’ll lead both Customer Support and Customer Success with the mandate to keep daily operations excellent, drive product adoption and improve retention across partner