Customer Success Manager - Malaysia

Customer Success Manager - Malaysia

Momos Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

3 weeks ago Be among the first 25 applicants

Overview

Momos is a rapidly growing startup headquartered in San Diego and Singapore, building AI for customers at every location. Momos works with leading enterprise multi-location brands and QSRs globally, such as Firehouse Subs, Shake Shack, Baskins Robbins, and powers the entire customer stack with AI for 20,000 locations globally.

At Momos, our core principle is putting restaurants at the forefront of everything we do. Since day one, we have embedded the valuable feedback and input from our restaurant partners into our company culture and product design. This collaborative approach has been instrumental in creating a solution that truly meets the needs of the F&B industry. Today, we are proud to be trusted by over 2000 restaurants globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

The Role

We are seeking a highly motivated Customer Success Manager (CSM) to own the full post-sale customer lifecycle, from onboarding and adoption through renewals and expansion. The CSM will act as a trusted advisor, building strong customer relationships, driving product value, and ensuring long-term customer satisfaction and retention.

Responsibilities

• Onboarding & Implementation : Lead new customer onboarding, ensuring smooth handoff from sales and clear alignment on goals. Develop tailored implementation plans and coordinate with internal teams to deliver timely, successful launches. Provide training sessions and resources to drive product adoption from day one.
• Customer Relationship Management : Act as the primary point of contact for customers, building strong, trusted relationships. Regularly engage with customers to understand their needs, business goals, and challenges. Proactively monitor account health, usage, and satisfaction, addressing issues before they evolve.
• Adoption & Value Realization : Partner with customers to drive ongoing product adoption and ensure they are realizing measurable value. Conduct business reviews and share insights, best practices, and new feature updates. Identify opportunities for workflow optimization and ROI improvement.
• Renewals & Retention : Own the renewal process, ensuring customers see the long-term value of continuing the partnership. Mitigate churn risks by addressing product, support, or strategic concerns early. Collaborate with leadership on account strategies to secure renewals.
• Expansion & Advocacy : Identify opportunities for upsell, cross-sell, and expansion in partnership with the sales team. Develop customer advocates by nurturing champions, capturing testimonials, and driving referrals. Serve as an advocate for clients within the organization, championing their needs and feedback to drive product enhancements and improvements.
• Product Knowledge : Develop an extensive understanding of our software, including its features, functionalities, and setup processes. Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients.

Requirements

Benefits

Cultural Values

Equal Opportunity

Momos is an equal opportunity workplace where we embrace diversity and different cultures. We started as an international Company, and know that building an organization with different experiences, thoughts and opinions allows our team to grow and excel.

Location : Malaysia

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Customer Service

Industries : IT Services and IT Consulting

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