Customer Success Manager - Malaysia
Core
Proactively drive adoption and retention for marketing and customer engagement teams using an integrated Customer Data Platform (CDP) and multi-channel engagement suite.
Role type
Customer Success Manager (B2B SaaS)
Builds
Adoption of Insider One platform (CDP, WhatsApp, SMS, Email, Web, App, Site Search) for enterprise clients
Domain
B2B SaaS / Marketing Technology / Customer Engagement
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, account management, strategic consulting, project management, product adoption facilitation, key account planning, market trend analysis, product roadmap feedback, issue escalation resolution
Preferred skills
None stated
Technologies
Insider One CDP, WhatsApp, SMS, Email, Web, App, Site Search
Responsibilities
Build relationships with customers to ensure maximum service impact; coordinate with Product Onboarding, Technical Account Management, and Account Management teams; provide best-use cases and training to partners; monitor and facilitate customer adoption; manage gross retention, CSAT, health score, and lock-in score metrics; act as a trusted advisor and consultant; develop key account plans to boost client value; provide feedback on market trends and unmet needs; plan strategies to meet customer objectives and resolve escalated issues; contribute product ideas to shape the roadmap.
