Strategic Data-Driven Customer Success Architect

Handshakes by DC Frontiers; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

Handshakes is an award-winning DataTech company delivering insights from reliable data to help clients make safer, more informed decisions. The Customer Success Manager (CSM) covers Singapore and Malaysia, acting as the technical and operational counterpart to the Account Director.

You own the client experience, ensuring value promised during sales is realized through flawless execution and strong onboarding, training, and renewals.

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, or Professional Services for Singapore & Malaysia markets.
• Experience in high-tier financial data environments.
• Expert use of Salesforce to track health scores, feedback logs, and renewals.
• Strong interpersonal skills with ability to de-escalate clients.

Responsibilities

• Own onboarding and persona-based training for roles like Forensic Auditors, KYC Officers, and Government Investigators.
• Serve as first line for issue escalation and triage between technical fixes and workflow consultations.
• Collect and translate client feedback into product enhancement requests for the 2026 roadmap.
• Lead renewal prep with usage reports, ROI milestones, and renewal planning.
• Monitor MAU/WAU and re-engage dormant users with new features and training.

Skills

Customer Success

Technical Account Management

Professional Services

Interpersonal Agility

Salesforce

Tools

Salesforce

Job description

Handshakes is an award-winning DataTech company delivering insights from reliable data to help clients make safer, more informed decisions. The Customer Success Manager (CSM) covers Singapore and Malaysia, acting as the technical and operational counterpart to the Account Director.

You own the client experience, ensuring value promised during sales is realized through flawless execution and strong onboarding, training, and renewals.