Scaled Customer Success Manager – APAC Growth

Wati Dot I O; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Wati is seeking a Scaled Customer Success Manager based in Malaysia to manage a large SMB portfolio across Malaysia, Singapore and Indonesia. You will drive activation, product adoption, expansion and renewals through scalable processes rather than solely 1:1 engagement.

Responsibilities include designing scalable onboarding, automating workflows, creating training materials, and identifying upsell opportunities while collaborating with Support, Product and Marketing to address customer needs.

Qualifications

• 3+ years of work experience in client accounts management, consulting, or project management roles.
• Strong business acumen with the ability to translate client objectives into actionable plans.
• Excellent communication and presentation skills.
• Proficient in English and Indonesian Bahasa.

Responsibilities

• Drive scalable initiatives to segment customers and automate workflows to improve activation in the first 30 days and minimize churn.
• Nurture customers for deeper feature adoption and build case studies.
• Create education materials (WhatsApp and email drips, step-by-step guides in text and video) and host weekly group training calls.
• Onboard selected clients including initial setup around Meta and Wati.
• Identify expansion/upgrade opportunities by aligning offerings with evolving customer needs and close deals.
• Collaborate with cross-functional teams to resolve issues and translate customer feedback into feature requests.

Skills

Client account management

Consulting

Project management

English

Indonesian

Job description

Wati is seeking a Scaled Customer Success Manager based in Malaysia to manage a large SMB portfolio across Malaysia, Singapore and Indonesia. You will drive activation, product adoption, expansion and renewals through scalable processes rather than solely 1:1 engagement.

Responsibilities include designing scalable onboarding, automating workflows, creating training materials, and identifying upsell opportunities while collaborating with Support, Product and Marketing to address customer needs.