Customer Success Manager

Insider
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 4+ yearsEducation: bachelorsSkills: ["Communication","Relationship-building","Problem-solving","Strategic thinking","Project management"]

As a Customer Success Manager, you will proactively drive adoption and retention by building strong relationships with partners, coordinating with Product Onboarding, Technical Account Management, and Account Management teams, and guiding customers to maximize value from Insider One’s marketing and engagement platform. You’ll own adoption metrics, provide best-use cases, train partners, and contribute to product roadmap through partner feedback, with accountability for retention, CSAT, health scores, and lock-in.

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FursaFursa
Insider
Insider
2 years ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

As a Customer Success Manager, you will proactively drive adoption and retention by building strong relationships with partners, coordinating with Product Onboarding, Technical Account Management, and Account Management teams, and guiding customers to maximize value from Insider One’s marketing and engagement platform. You’ll own adoption metrics, provide best-use cases, train partners, and contribute to product roadmap through partner feedback, with accountability for retention, CSAT, health scores, and lock-in.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Build and maintain relationships with partner clients and serve as the primary contact for the partner.
  • •Coordinate with Product Onboarding, Technical Account Management, and Account Management teams to ensure adoption and usage stays high.
  • •Provide best-use cases, training for new partners, and consult on product usage tailored to partner needs.
  • •Monitor and improve key metrics such as gross retention, CSAT, health score, and lock-in score for partners.
  • •Contribute feedback to product and design on market trends and unmet needs to influence the roadmap.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityAnnual Bonus

Key Requirements

  • •A university degree in Business, Marketing, or related fields
  • •4+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting within Martech or SaaS
  • •Strong written and spoken communication in English and Malay
  • •High sense of responsibility and accountability
  • •Strategic thinker with excellent project management skills
Experience:4+ yearsMartechSaaSMarketing
Education:Bachelor's
Skills:CommunicationRelationship-buildingProblem-solvingStrategic thinkingProject management
Languages:EnglishMalay

Company Brief

Insider
Provides a growth management and personalization platform that helps brands unify customer data, run personalized experiences across channels, and optimize acquisition, conversion, and retention using AI-driven segmentation and orchestration.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series C
Headquarters: Istanbul, Turkey
Founded: 2012
Website