Customer Success Manager

TabSquare.AI Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Customer Success Manager

TabSquare.AI is part of the Delivery Hero Group, the world’s pioneering local delivery platform. Our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. TabSquare provides AI-powered technology solutions for the F&B industry. Through TabSquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers. Job Description As a Customer Success Manager at TabSquare, you will be responsible for building strong relationships with our clients, ensuring they derive maximum value from our AI-driven solutions. You will serve as the primary point of contact for customer engagement, retention, and satisfaction, working closely with internal teams to address client needs and drive product adoption. Key Responsibilities Serve as the main point of contact for assigned customers, ensuring their success with TabSquare’s solutions. Develop and maintain strong relationships with key stakeholders, understanding their business objectives and challenges. Drive product adoption and engagement by providing best practices and proactive recommendations. Monitor usage metrics, and identify opportunities for growth or improvement. Collaborate with sales, product, and global tech support teams to identify root causes and bring permanent solutions. Conduct regular business reviews to assess customer health and develop strategies for renewal and expansion. Advocate for customers internally, gathering feedback to inform product development and enhancements. Collaborate with commercial teams to develop and execute retention strategies to minimize churn and maximize customer lifetime value. Stay up-to-date with industry trends, competitors, and emerging technologies in the F&B space. Qualifications Bachelor's degree in Business, Marketing, Hospitality, Technology or a related field is a plus. 2+ years of experience in customer success, account management, project management or service-related role. Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels is a must. Proactive problem solver with a customer-first mindset. Ability to analyze data and provide actionable insights to customers. Excellent project management skills, with a track record of managing multiple accounts successfully. Good technical knowledge such as APIs, Point-of-sale and middleware interfacing is a plus. Ability to travel as needed to meet customers and support business needs. Customer-first attitude in responding to queries and representing the customer to the internal stakeholders.

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