Customer Success Manager – Enterprise Accounts

This is a fully remote position, open to applicants in Malaysia, +2 more countries.

📋 Description

• Oversee a portfolio of enterprise accounts after the sale, serving as the main point of contact on a daily basis.

• Facilitate onboarding and initial engagement with clients.

• Take ownership of the customer relationship throughout its lifecycle, proactively managing interactions and identifying potential risks.

• Assist in customer success planning by helping to establish customer objectives, anticipated outcomes, and success metrics.

• Qualitatively assess account health, detect early warning signs of risk, and ensure appropriate follow-up measures are taken.

• Collaborate closely with Service Level Management (SLM), Support, Product, and Engineering teams to ensure customer requirements are fulfilled.

• Monitor customer activities, actions, risks, and forthcoming steps across various accounts.

• Recognize persistent customer challenges and aid in enhancing onboarding, engagement, and overall customer experience practices.

⛳️ Requirements

• Approximately 4+ years of experience in Customer Success, Account Management, or a comparable post-sales client-facing position.

• Background in managing B2B or enterprise customers, preferably within SaaS, telecom, technology services, or similar sectors.

• Exceptional communication and stakeholder management abilities.

• Hands-on experience throughout the customer lifecycle, including onboarding, engagement, retention, and supporting renewal processes.

• Familiarity with customer success planning, account reviews (such as QBRs), and account health/risk management.

• Excellent organizational and coordination skills.

• Experience collaborating across functions with Sales, delivery/service teams, and technical departments.

• Strong analytical and critical thinking skills.

• Ability to thrive in dynamic environments with undefined processes.

• Interest or background in enhancing processes, onboarding strategies, or customer engagement models.

• Proficient in CRM tools like HubSpot or similar for tracking customer activities and account visibility.

🏝️ Benefits

• Flexible working arrangements.

• Opportunities for professional development.