Customer Success Executive

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Spearhead strategic post-sales initiatives for enterprise clients, fostering adoption and delivering long-term business value.

• Cultivate trusted relationships with C-level executives while providing guidance through digital transformation projects.

• Take ownership of the overall customer success strategy, ensuring clients achieve quantifiable business outcomes utilizing the platform.

• Lead and coordinate cross-functional Customer Success teams, including Customer Success Managers, Platform Architects, and Support Account Managers.

• Create and implement customer success plans, adoption strategies, and governance frameworks aligned with customer goals.

• Collaborate closely with Account Executives to facilitate smooth pre-sales and post-sales interactions.

• Identify risks to adoption and proactively devise mitigation strategies to enhance customer success and renewal chances.

• Promote AI adoption and assist customers in leveraging platform capabilities to boost operational efficiency and business results.

• Track key customer success metrics such as adoption rates, platform health, customer satisfaction, renewals, and expansion opportunities.

• Conduct executive business reviews, set measurable success milestones, and continuously refine customer transformation roadmaps.

• Provide support for occasional on-site customer engagements in Kuala Lumpur and Cyberjaya as needed.

⛳️ Requirements

• Bachelor's degree required; Master's degree preferred.

• A minimum of 12 years of experience in management consulting, enterprise software, SaaS, Customer Success, Solution Consulting, or technology-driven business transformation.

• Proven experience in leading strategic enterprise customer engagements and managing relationships with executive-level stakeholders.

• Strong grasp of digital transformation, governance, customer adoption, and enterprise software implementation.

• Demonstrated ability to lead cross-functional teams and influence stakeholders within complex, matrixed organizations.

• Exceptional communication, presentation, and executive relationship management skills.

• Experience utilizing AI tools or integrating AI into business processes and customer success strategies.

• Capability to work independently while juggling multiple strategic priorities in a fast-paced setting.

• Proficiency in one or more Asian languages, including Bahasa Indonesia, Thai, Vietnamese, Malay, or Korean.

🏝️ Benefits

• Flexible work arrangements.

• Professional development opportunities.