Growth & Onboarding Lead, AI-Driven Customer Success

Aleta Planet Pte. Ltd.; Kuala Lumpur; On-site; MYR 134,000 - 201,000; Full time

Job summary

Aleta Planet seeks a Customer Success & Growth Specialist to own the end-to-end customer experience from onboarding to ongoing engagement and retention. You will identify opportunities to deepen relationships while leading a small CS team and ensuring smooth, compliant service across digital channels.

You will collaborate with Product, Operations and Compliance to improve workflows, reduce escalations, and translate customer insights into product improvements.

Qualifications

• Diploma or Bachelor’s degree in Business, Marketing, CX, Communications, Finance, Technology.
• At least 5 years in Customer Success, Customer Experience, Customer Service, Account Management or Onboarding.
• Experience in financial services, fintech, payments, remittance or related industries is a plus.
• Experience in regulated financial services environment preferred.
• Strong customer-centric mindset with proactive problem-solving.

Responsibilities

• Own the customer lifecycle from onboarding to retention and ongoing engagement.
• Identify cross-sell and growth opportunities during customer interactions.
• Oversee digital servicing, including AI-enabled chat and escalations.
• Collaborate with Product and Technology to enhance AI-powered servicing.
• Lead, coach, and manage a small CS & Growth team.
• Track customer success metrics and drive continuous improvements.

Skills

Customer-centric

Leadership

Communication

Data-driven

Cross-functional collaboration

Education

Diploma or Bachelor’s degree in Business, Marketing, Customer Experience, Communications, Finance, Technology

Tools

CRM software

Job description

Aleta Planet seeks a Customer Success & Growth Specialist to own the end-to-end customer experience from onboarding to ongoing engagement and retention. You will identify opportunities to deepen relationships while leading a small CS team and ensuring smooth, compliant service across digital channels.

You will collaborate with Product, Operations and Compliance to improve workflows, reduce escalations, and translate customer insights into product improvements.