Customer Success Manager
Customer Success Manager
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Salary Not Disclosed
1 Vacancy
Job Description
- Develop and execute customer success plans to boost retention reduce churn and identify upsell opportunities.
- Analyze customer feedback and data trends to proactively address challenges and improve service delivery.
- Collaborate with Sales Product and Marketing teams to align customer needs with business goals.
- Mentor and coach a highperforming customer service team to exceed KPIs and service standards.
- Design and deliver training programs to enhance team skills in conflict resolution communication and CRM tools.
- Foster a culture of continuous improvement through regular feedback recognition and career pathing.
- Serve as the primary escalation point for critical customer issues ensuring swift resolution and satisfaction.
- Build trusted relationships with decisionmakers to understand their evolving needs.
- Monitor team performance metrics (e.g. CSAT NPS response times) and provide actionable insights to business stakeholders.
- Streamline workflows and processes to enhance efficiency across the customer lifecycle.
Qualifications :
Why youll love this role
- Impact: Shape customer strategies that directly influence retention and satisfaction for toptier clients.
- Growth: Access to professional development programs and leadership training.
- Perks: Competitive salary annual bonuses & healthcare coverage.
Qualification
- Experience: 35 years in customer success account management or team leadership preferably in hospitality tourism or B2B SaaS.
- Degree in Business Hospitality or a related field.
Skills:
- Fluent English (verbal/written) with exceptional communication and presentation abilities.
- Proven track record of managing teams and improving customer retention.
- Proficiency in CRM tools (e.g. Salesforce Zendesk) and data analysis (Excel Tableau).
- Strategic thinker with a passion for problemsolving and building longterm client partnerships.
Additional Information :
Compensation & Statutory:
- Base salary weekly performance incentive.
- EPF SOCSO EIS and PCB.
- Monthly attendance bonus.
Health & Lifestyle:
- Casual dress code 5 working days.
- Flexible seating for collaboration.
- Prime KL location (5minute walk from KLCC LRT Conlay MRT Bukit Bintang MRT & Raja Chulan Monorail).
- Annual leave.
- Panel clinic coverage.
- Life insurance.
- Teambuilding trips weekly achievement celebrations.
- Yearly optical/dental coverage.
- Sports allowance.
Growth:
- Yearly learning allowance (courses certifications).
- Direct mentorship from business stakeholders.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
