Restaurant SaaS CS Leader: Industry Solutions

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

EPOS Pte. Ltd. in Malaysia is seeking a Customer Success Industry Expert Manager to lead product-driven customer success across reference merchants in Southeast Asia. You will partner with Product, Engineering, Sales, and OPS to translate merchant needs into scalable industry solutions and drive value across markets.

You will own reference merchant engagement, develop industry playbooks, and validate pilots before broader rollout, ensuring high levels of adoption and retention across the region.

Qualifications

• 5–10 years of experience in internet platforms or restaurant SaaS.
• 3+ years independently leading industry solutions and customer success.
• Experience with international markets, SEA preferred.

Responsibilities

• Provide hands-on support to reference merchants, ensuring satisfaction and retention.
• Develop and maintain industry solutions, reference cases, and playbooks.
• Lead product pilots with reference merchants and translate needs for Product/Engineering.
• Build scalable solutions and replicate them across frontline teams.
• Conduct regular reviews to diagnose pain points and inform roadmaps.
• Capture best practices into reference cases and materials.
• Organize pilots, define success metrics, and manage execution.
• Monitor rollout outcomes and refine for local markets.

Job description

EPOS Pte. Ltd. in Malaysia is seeking a Customer Success Industry Expert Manager to lead product-driven customer success across reference merchants in Southeast Asia. You will partner with Product, Engineering, Sales, and OPS to translate merchant needs into scalable industry solutions and drive value across markets.

You will own reference merchant engagement, develop industry playbooks, and validate pilots before broader rollout, ensuring high levels of adoption and retention across the region.