VIP Customer Success Manager - Proactive Experience Leader

OffGamers Sdn. Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

OffGamers Sdn. Bhd is seeking a Customer Success & Experience Manager to lead our frontline team through onboarding to renewal. This role emphasizes Omotenashi-like anticipation, meticulous attention to detail, and genuine care for customers.

You’ll drive satisfaction, retention, and high-quality service at scale from our Kuala Lumpur base. You will mentor a team, design customer journeys, collaborate with Product/Marketing/Operations, and report performance to leadership.

Qualifications

• 2-5+ years in Customer Success/Experience/CRM roles, including 1+ year leading a team.
• Proven track record of improving customer satisfaction, retention, or experience metrics.
• Comfortable with CRM/helpdesk tooling (e.g. Freshdesk or similar), basic reporting/analytics and AI tools.
• Based in or willing to relocate to Kuala Lumpur, Malaysia.

Responsibilities

• Lead, coach, and develop a team of Customer Success/Experience Associates and set service quality standards.
• Own customer satisfaction, retention, and experience metrics and translate them into team actions.
• Design and refine customer journeys, touchpoints, and SOPs.
• Anticipate customer needs and flag risks, gaps, and opportunities.
• Serve as primary point of contact for VIP customers and support escalations.
• Collaborate with Product, Marketing, and Operations to feed insights back into the business.
• Build and maintain playbooks, training materials, and quality frameworks for scalable service.
• Regularly report team and customer experience performance to leadership.

Skills

Customer success

Leadership

Communication

Emotional intelligence

Attention to detail

Empathy

Tools

Freshdesk

CRM tools

Job description

OffGamers Sdn. Bhd is seeking a Customer Success & Experience Manager to lead our frontline team through onboarding to renewal. This role emphasizes Omotenashi-like anticipation, meticulous attention to detail, and genuine care for customers.

You’ll drive satisfaction, retention, and high-quality service at scale from our Kuala Lumpur base. You will mentor a team, design customer journeys, collaborate with Product/Marketing/Operations, and report performance to leadership.