CX Growth Architect: Scale Customer Success & Adoption

One People Team; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

One People Team is partnering with Courtsite to recruit a Customer Experience (CX) Manager who will lead both Customer Support and Customer Success, ensuring daily operations run smoothly and the CX function scales with business growth.

The role requires 5+ years in customer-facing roles, experience in SaaS or tech, and a proven ability to lead teams, implement data-driven CX strategies, and drive product adoption and retention.

Qualifications

• 5+ years in customer-facing functions (CX/CS/Support/Operations).
• Experience in SaaS, tech or e-commerce, high-growth env.
• Proven leadership in scalable customer operations.

Responsibilities

• Set standards, OKRs and operating rhythm for a proactive, performance-driven Customer Success team with clear ownership of Partner Success.
• Lead Customer Support and Customer Success to build the operating model for scale and growth.
• Create scalable processes, SLAs, playbooks, workflows and automation.
• Drive adoption initiatives and retention using customer data and insights.
• Align CX with product and business goals by collaborating with Revenue, Product and Strategy.

Skills

Customer Experience

Customer Success

Team leadership

Cross-functional collaboration

Tools

CRM systems

Job description

One People Team is partnering with Courtsite to recruit a Customer Experience (CX) Manager who will lead both Customer Support and Customer Success, ensuring daily operations run smoothly and the CX function scales with business growth.

The role requires 5+ years in customer-facing roles, experience in SaaS or tech, and a proven ability to lead teams, implement data-driven CX strategies, and drive product adoption and retention.