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Customer Onboarding Manager - Malaysia

Customer Onboarding Manager - Malaysia

Insider.Kuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

Insider. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About Us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round and are backed by top‑notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high‑growth startups to Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Domino’s, Avon, CNN and beyond.

We are a woman‑founded, women‑led B2B SaaS unicorn that achieved $200M USD in CARR and was recognized as a leader in the Forrester Wave for Cross‑Channel Campaign Management 2021 and in IDC MarketScape 2023 for B2C enterprises. We are also in the Top 1% of all software companies worldwide in G2’s 2024 Software Awards and hold multiple #1 rankings in categories such as Customer Data Platforms, Personalization Engines, and eCommerce Personalization.

Beyond product, we build a socially progressive technology community, with initiatives like 100projects, shecodes, sheleads, and shemarkables, impacting health, education, farming, animal rights, and increasing representation of women in STEM across 27+ countries.

Role Description

  • The Customer Onboarding Manager is one of the first members of the post‑sales team, transitioning clients from the sales process through onboarding and implementation of their new platform, reinforcing Insider's vision of one‑to‑one personalization driven by client data.
  • Responsible for understanding client business requirements and use‑cases, managing project delivery, and ensuring accelerated time‑to‑value from their investment in Insider.
  • Ensures new clients are enabled and empowered to use the platform to its fullest potential, working closely with the Onboarding team to ensure smooth, timely, and complete platform adoption and client confidence.
  • Provides technical guidance, supports clients through setup, and offers optimal solution design recommendations for integration, drawing on a combination of hands‑on approach, project management principles, and technical knowledge.

Job Description

  • You’ll be the face of Insider to our clients, bridging their needs and our technology.
  • Help clients understand which features and products best match their goals and expectations.
  • Ensure clients are utilizing our technology effectively to receive world‑class service, monitoring and facilitating adoption.
  • Collaborate with engineers, developers, and product specialists to provide full technical support when required.
  • Develop and maintain key account plans to identify opportunities to enhance value for clients.
  • Provide constant feedback on market trends, unmet needs, and opportunities for greater impact on the partnership.
  • Establish a trusted advisor relationship, ensuring overall customer satisfaction.
  • Plan strategies to help customers meet objectives, prioritizing and resolving escalated issues.
  • Bring new product ideas to the table as an account strategist, helping shape the product roadmap.

    • What We Expect From You

  • A university degree in Business, Marketing, or related fields.
  • 4+ years of relevant experience in customer‑facing roles such as customer success, account management, or strategic consulting within MarTech or SaaS.
  • Strong communication skills in both writing and speaking (English & Malay).
  • High sense of responsibility and accountability.
  • Strategic thinker with excellent project management skills.
  • Customer‑oriented and able to build robust relationships with assigned customers.
  • A self‑motivated, proactive teammate with innovative ideas to inspire loyalty and adoption.

    • We provide equal opportunity in a zero‑discrimination workplace and welcome everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

    Seniority Level

  • Not Applicable

    • Employment Type

  • Full‑time

    • Job Function

  • Management

    • Industries

  • Software Development

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    Manager Malaysia • Kuala Lumpur, Kuala Lumpur, Malaysia