Senior Customer Experience Lead for Enterprise & Hyperscale

Agensi Pekerjaan GMRecruitment Sdn Bhd; Pasir Gudang; On-site; MYR 120,000 - 180,000; Full time

Job summary

GMRecruitment Sdn Bhd is seeking a Senior Customer Success Manager to manage hyperscale and enterprise customer relationships. You will drive satisfaction, coordinate with Operations, Engineering, Facilities, Security and Project Management, and lead onboarding and reviews.

The role requires strong communication, stakeholder management, and a track record in enterprise account growth within IT infrastructure environments.

Qualifications

• Minimum 5 years in Customer Success, Account Management, or related area.
• Experience with hyperscale data centers, cloud infra, or IT facilities preferred.
• Strong stakeholder and enterprise account management skills.

Responsibilities

• Serve as main contact for hyperscale and enterprise customers.
• Build and maintain strong customer relationships for satisfaction and growth.
• Coordinate with Operations, Engineering, Facilities, Security, and PM to deliver CX.
• Lead onboarding, operational meetings, and business reviews.
• Manage customer requests, escalations, incidents, and change management.
• Monitor service performance and SLA compliance.
• Prepare customer reports, KPI dashboards, and performance updates.
• Identify opportunities to improve customer experience and grow accounts.
• Ensure timely communication during maintenance, incidents, and changes.
• Support audits, site visits, and business continuity exercises.

Skills

Customer Success

Account Management

Service Delivery

Client Relationship Management

Stakeholder Management

Communication Skills

Education

Bachelor’s Degree in Business, Engineering, Information Technology, or related

Tools

Job description

GMRecruitment Sdn Bhd is seeking a Senior Customer Success Manager to manage hyperscale and enterprise customer relationships. You will drive satisfaction, coordinate with Operations, Engineering, Facilities, Security and Project Management, and lead onboarding and reviews.

The role requires strong communication, stakeholder management, and a track record in enterprise account growth within IT infrastructure environments.