Customer Success Manager

Moving Walls, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Customer Success Manager

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Position Overview

We are seeking a dedicated Customer Success Manager (CSM) to manage and nurture relationships with our clients, ensuring that they are successfully onboarded, fully engaged with the platform, and receive maximum value from our SaaS product.

The CSM will serve as the main point of contact for our clients, working closely with both the product and engineering teams to ensure customer needs are met and product improvements are aligned with client feedback.

Key Responsibilities

• Client Onboarding & Support :
• Guide new clients through a seamless onboarding process, ensuring they understand how to effectively use our platform.
• Provide training, documentation, and resources to clients for product adoption and best practices.
• Client Relationship Management :
• Develop and maintain strong, long-term relationships with clients by understanding their goals, challenges, and needs.
• Serve as the main point of contact for client inquiries, product issues, and feedback.
• Ensure customer satisfaction by addressing concerns promptly and providing tailored solutions.
• Requirements Gathering & Liaising with Product Team :
• Collaborate with clients to understand their specific requirements and business needs.
• Act as a bridge between the client and internal teams (product, engineering) to communicate requirements, enhancements, and issue resolution.
• Track feature requests and product updates from clients, working closely with the product team to prioritize and deliver solutions.
• Assist in the creation of client proposals, ensuring that the proposed solutions align with the client’s goals and business objectives.
• Ensure accurate audience measurement and provide insights to clients on how to use the platform’s features for improved targeting and campaign effectiveness.
• Understand and document client requirements for Content Management Systems (CMS), ensuring that the platform supports and integrates with their content strategies.
• Monitor and track platform usage, identify opportunities for improvement, and drive client engagement to ensure the product is being used to its full potential.
• Conduct regular check-ins with clients to offer guidance, best practices, and help improve platform adoption.
• Customer Success Metrics & Reporting :
• Monitor customer health metrics such as retention, usage, and satisfaction.
• Provide regular reports to clients and internal teams regarding account status, product usage, and performance.
• Work proactively with the product and engineering teams to ensure that product updates and enhancements align with customer needs and industry trends.
• Advocate for customers and drive product development and improvements based on feedback.

Skills & Qualifications

Desired Attributes

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Technology, Information and Media

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