Customer Success Manager - SEA

Wati
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Problem-solving","Independence","Persistence","Communication","Presentation"]

Own a scaled portfolio of SMB customers across Malaysia, Singapore, and Indonesia, driving activation, product adoption, expansion, and renewals. Build scalable processes to improve first-30-days activation and reduce churn, and create customer enablement through education materials and group training calls. Identify upgrade opportunities, resolve day-to-day issues with cross-functional teams, and translate customer feedback into actionable feature requests.

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FursaFursa
Wati
Wati
1 week ago

Customer Success Manager - SEA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own a scaled portfolio of SMB customers across Malaysia, Singapore, and Indonesia, driving activation, product adoption, expansion, and renewals. Build scalable processes to improve first-30-days activation and reduce churn, and create customer enablement through education materials and group training calls. Identify upgrade opportunities, resolve day-to-day issues with cross-functional teams, and translate customer feedback into actionable feature requests.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Manage a large SMB customer portfolio across Malaysia, Singapore, and Indonesia, focusing on activation, adoption, expansion, and renewals.
  • •Drive scalable initiatives such as customer segmentation and workflow automation to improve first-30-days activation and minimize churn.
  • •Support deeper feature adoption by nurturing customers and creating case studies.
  • •Create education materials (WhatsApp/email drips, step-by-step guides in text and video) and run weekly group training with follow-ups.
  • •Identify expansion and upgrade opportunities, collaborate cross-functionally to resolve issues, and capture customer feedback for product feature asks.

Key Requirements

  • •3+ years of work experience in client accounts management, consulting, or project management roles.
  • •Strong business acumen to understand client objectives and turn them into actionable plans.
  • •Excellent communication and presentation skills.
  • •Proficiency in English and Indonesian Bahasa.
  • •Independent, persistent, eager to learn, and comfortable with change.
Experience:3+ years
Skills:Problem-solvingIndependencePersistenceCommunicationPresentation
Languages:EnglishIndonesian
Tech Stack:WhatsAppInstagramFacebookTikTokSMSEmail

Company Brief

Wati
Provides a WhatsApp-based customer engagement platform that helps businesses manage sales, support, and marketing conversations in one shared inbox. The product includes automation, broadcasts, chatbots, and team collaboration tools for messaging-led workflows.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Hong Kong, Hong Kong
Founded: 2018
WebsiteLinkedIn