Strategic Customer Success Manager for Growth & Renewals

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

Job summary

Wati is seeking a Customer Success Manager in Kuala Lumpur to drive adoption, retention, and expansion for a portfolio of high-value clients. You will lead quarterly business reviews, align product usage with client goals, and coordinate with product, support and onboarding teams to ensure ROI.

Ideal candidates have 6+ years in SaaS/tech, strong communication skills, and experience with CRM tools like HubSpot or Salesforce. English is required; Malay/Mandarin/Cantonese are highly preferred.

Qualifications

• 6+ years of experience in customer success, account management, or consulting roles in SaaS or tech companies.
• Proven track record of managing customer relationships, driving renewals, and expanding accounts.
• Strong business acumen with the ability to understand client objectives and translate them into actionable plans.
• Excellent communication and presentation skills, with experience leading business reviews and executive-level conversations.
• Highly organized with a proactive and consultative approach to customer engagement.
• A growth mindset, collaborative nature, and a genuine passion for helping customers succeed.
• Excellent communication skills in English, proficiency in Malay, Mandarin and Cantonese is highly preferred.
• Experience using CRM tools (HubSpot, Salesforce, etc.)

Responsibilities

• Own a portfolio of high-value clients and build strong, lasting relationships with decision-makers and stakeholders.
• Lead quarterly business reviews (QBRs) and regular check-ins to understand client goals, review product usage, and identify success opportunities.
• Drive renewals by proactively managing contract timelines and ensuring customer satisfaction and ROI.
• Identify and execute expansion opportunities by aligning Wati’s offerings with evolving customer needs.
• Provide actionable insights and benchmarking data to help clients evaluate their performance, uncover opportunities, and guide strategic decisions.
• Be the customer’s advocate within Wati—working closely with product, support, and onboarding teams to ensure customer feedback is heard and acted upon.
• Educate clients on new features, best practices, and use cases to maximize product adoption and success.
• Maintain accurate customer health scores, renewal and expansion forecasts, and activity tracking in CRM tools.
• Support new initiatives and contribute to building scalable success playbooks and processes.

Skills

Customer success

Account management

Renewals

Strategic planning

Executive communication

CRM proficiency

Tools

HubSpot

Salesforce

Job description

Wati is seeking a Customer Success Manager in Kuala Lumpur to drive adoption, retention, and expansion for a portfolio of high-value clients. You will lead quarterly business reviews, align product usage with client goals, and coordinate with product, support and onboarding teams to ensure ROI.

Ideal candidates have 6+ years in SaaS/tech, strong communication skills, and experience with CRM tools like HubSpot or Salesforce. English is required; Malay/Mandarin/Cantonese are highly preferred.