Digital Customer Success Associate

Infobip; Kuala Lumpur; On-site; MYR 39,000 - 69,000; Full time

Job summary

Infobip in Kuala Lumpur, Malaysia is seeking an entry-level Digital Customer Success Associate to ensure the success of self-service customers using our digital products and services. You will engage customers, respond to inquiries, and collaborate with marketing and sales to improve lead quality and conversion rates.

The role emphasizes proactive analysis and collaboration across teams to drive customer satisfaction and generate potential sales opportunities.

Qualifications

• Entry-level role focused on customer success and self-service products.
• Strong communication and analytical skills.
• Ability to collaborate with marketing and sales teams.

Responsibilities

• Actively manage and engage self-service customers to ensure success with our digital products and services.
• Respond promptly to customer inquiries with clear guidance and support.
• Monitor interactions to identify churn signals and growth opportunities.
• Collaborate with colleagues to improve self-service processes and customer experience.
• Work with marketing and sales to improve lead quality and conversion rates.
• Analyze self-service data to extract insights and prepare leads for sales handoff.

Job description

As a Digital Customer Success Associate, you will play a vital role in managing self‑service customers and ensuring their success with our digital products and services. Your responsibilities will include responding to customer requests, identifying opportunities for growth, and collaborating with internal teams to enhance the self‑service experience. Additionally, you will be actively involved in analyzing data to identify potential leads for the sales department.

Overall, the Digital Customer Success Associate role requires a proactive and analytical approach to ensure the success of self‑service customers and drive continuous improvement in lead generation and conversion processes. Strong communication skills, attention to detail, and the ability to collaborate effectively with internal teams are essential for success in this role.

What you’ll do

• Actively manage and engage self‑service customers to ensure their needs are met and they achieve success using our digital products and services
• Respond promptly to self‑service customer inquiries, providing clear guidance and support to resolve issues
• Monitor customer interactions to identify potential risks, churn signals, and growth opportunities
• Proactively address issues and support initiatives that improve customer satisfaction and retention
• Collaborate with more experienced colleagues to identify and implement improvements in self‑service processes and customer experience
• Work closely with marketing and sales teams to support continuous improvement in lead quality and conversion rates
• Analyze self‑service customer data to extract insights, identify potential leads, and prepare them for handoff to the sales team

What makes you a strong fit

• Strong interest in customer success, digital products, and customer‑centric roles
• Clear and confident communication skills, both written and verbal
• Proactive mindset with attention to detail and a willingness to take ownership
• Analytical thinking and curiosity about customer behavior and data
• Ability to collaborate effectively with internal teams across marketing, sales, and customer success
• Organized, reliable, and eager to learn in a fast‑paced environment

Nice to have qualifications

• Previous entry‑level experience in customer support, customer success, or sales
• Familiarity with CRM systems or customer engagement tools
• Basic understanding of lead generation, conversion funnels, or data analysis
• Experience or interest in SaaS, CPaaS, or digital platforms
• Comfort working with reports, dashboards, or data insights