Customer Success Manager - Zoom & AI Solutions

Customer Success Manager - Zoom & AI Solutions

We're a Zoom Platinum reseller helping Malaysian businesses work smarter with AI-powered collaboration tools. We manage 20 key accounts (government and corporate clients) with annual contract values between RM 80,000 to RM 500,000. We're a small, performance-focused team where everyone owns their outcomes and we move fast.

What This Role Actually Is

You'll manage relationships with our existing key accounts to keep them happy, prevent them from leaving, and help them get more value from their Zoom licenses. Your job is to protect revenue, spot opportunities to grow accounts, and make sure clients are actively using what they paid for.

Your typical week looks like this :

Monday to Thursday, you're meeting with clients (virtual or in-person), running product training sessions, reviewing their usage data, and solving problems before they become complaints. You'll spend about one to two hours daily on admin work like preparing account reviews, updating our CRM, analyzing usage patterns, and creating presentations for quarterly business reviews with clients.

Friday, you're coordinating internally with our team (sales operations, marketing, and technical support), documenting what you've learned, and preparing your weekly performance report that's due at 5 : 30 PM every Friday without exception.

You'll use our Lark Task Management system daily to stay organized, HubSpot to track all client interactions, and you'll need to become an expert on Zoom products quickly. We also use AI tools heavily (Zoom AI Companion, Google Gemini, Granola AI) to work more efficiently, and you're expected to figure out how to leverage these tools to solve problems faster.

What Success Looks Like in Your First 90 Days

We'll measure you on three things :

Protect our existing accounts from churn - If accounts start threatening to leave or reduce licenses on your watch, you've failed.

Minimize license reductions - Keep clients renewing at the same level or higher, not downgrading.

Increase our Monthly Recurring Revenue by 5% - Find ways to expand what clients are buying from us.

After 90 days, if you're not hitting these outcomes, we'll have a conversation about whether this role is working out.

We're Looking For Someone Who :

Has the right mindset :

Proactive, not reactive. You spot problems before clients complain and fix things before they escalate.

Comfortable with uncertainty. You don't freeze when you don't know the answer - you figure it out using AI, Google, or by asking smart questions.

Never gives up easily. When something doesn't work, you try a different approach instead of coming to us with problems but no solutions.

Street smart and anticipates what's coming. You read between the lines in client conversations and prepare ahead.

Can actually do the work :

Confident communicating with clients, from end-users to executives. You can explain technical concepts in simple terms.

Organized and disciplined. You track details, follow through on commitments, and keep systems updated in real-time.

Fast learner who's willing to try things. We'll train you on Zoom products, but you need to practice and experiment on your own time.

Problem-solver who uses tools and AI to find answers. You don't wait for someone to tell you what to do.

2-3 years in any customer-facing role (sales support, account management, customer service, technical support).

Industry experience in Zoom, SaaS, or AV / VC is nice to have but not required. We'll ramp you up on product knowledge.

Bonus if you can speak either Mandarin or Cantonese (helps with our Chinese-speaker clients).

You'll Succeed Here If You :

Don't need constant hand-holding. You work independently, make decisions, and update us on outcomes.

Care deeply about making clients successful, not just completing tasks.

Are okay with high expectations and fast feedback. Our CEO is results-focused and impatient with excuses.

Like working in a small team where your impact is immediately visible.

Want to get really good at something instead of just doing the bare minimum.

Are ready to collaborate without drama. No hero complex, no complaining without solutions.

Understand that sometimes you'll work beyond 6 PM when projects need support (but you'll be compensated fairly through incentives and bonuses).

This Role is NOT For You If :

❌ You need someone to tell you exactly what to do every day.

❌ You get frustrated easily when things are unclear or uncertain.

❌ You see problems but don't try to solve them yourself first.

❌ You need perfect conditions before you start trying.

❌ You bring drama, complain often, or make excuses when things go wrong.

❌ You're looking for a relaxed 9-to-6 job where nobody checks your results.

❌ You're not willing to learn new tools and technologies continuously.

If any of the above describes you, please save both of us time and don't apply. We're looking for someone who thrives in performance-driven environments, not someone who needs to be micromanaged.

What You Get

Compensation :

Total Package : RM 4,500 / month

Quarterly Incentives based on account retention and expansion performance

Project Bonuses when you support successful implementations

Growth Opportunities : As you prove yourself, potential career paths include : Senior Customer Success Manager, Head of Customer Success, or Head of Strategic Accounts. We're open to you specializing deeper or moving into adjacent roles based on what you're good at.

Work Arrangement :

Monday to Friday, 9 AM to 6 PM (sometimes more during project implementations)

You report directly to the CEO

We evaluate performance at 30, 60, and 90 days with clear metrics

How to Apply

Send your resume and a short note (200-300 words) answering these two questions :

Tell us about a time you solved a problem without having all the information or resources you needed. What did you do?

Why do you think you'd be good at keeping clients happy and preventing them from leaving?

We're hiring fast to fill this role within October to December 2025. If you're the right fit, we'll move quickly. If you're not, we'll let you know so you can focus on other opportunities.

Important : Only apply if you've read this entire job post and genuinely think you match what we're looking for. We'd rather have no one than the wrong person.

Ready to own this role and drive results? Apply now.

Unlock job insights

Your application will include the following questions :

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Success Manager?
• Which of the following languages are you fluent in?
• Do you have technical support experience?
• Do you have customer service experience?
• Do you have experience in a role which requires relationship management experience?

What can I earn as a Customer Success Manager

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