Customer Success Manager

Wati
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Communication","Presentation","Organization","Proactive","Consultative"]

Own a portfolio of high-value customers and drive their long-term success through adoption, retention, and account expansion. Lead quarterly business reviews and regular check-ins to align on goals, product usage, and measurable ROI. Proactively manage renewals, track customer health and forecasts in CRM, and provide actionable insights and benchmarking. Act as the customer advocate across product, support, and onboarding, and educate clients on new features and best practices.

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Wati
Wati
10 months ago

Customer Success Manager

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Last checked: 23 hours agoStatus: Live

Job Summary

Own a portfolio of high-value customers and drive their long-term success through adoption, retention, and account expansion. Lead quarterly business reviews and regular check-ins to align on goals, product usage, and measurable ROI. Proactively manage renewals, track customer health and forecasts in CRM, and provide actionable insights and benchmarking. Act as the customer advocate across product, support, and onboarding, and educate clients on new features and best practices.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own a portfolio of high-value clients and build lasting relationships with decision-makers.
  • •Lead quarterly business reviews (QBRs) and regular check-ins to understand goals and usage.
  • •Drive renewals by proactively managing contract timelines and ensuring customer ROI and satisfaction.
  • •Identify and execute expansion opportunities aligned to evolving customer needs.
  • •Provide insights and benchmarking, advocate for customer feedback across teams, and maintain health scores and forecasts in CRM.

Key Requirements

  • •6+ years of experience in customer success, account management, or consulting roles in SaaS/tech companies.
  • •Proven track record managing customer relationships, driving renewals, and expanding accounts.
  • •Strong business acumen to translate customer objectives into actionable plans.
  • •Excellent communication and presentation skills, including experience leading business reviews and executive conversations.
  • •Proficiency using CRM tools such as HubSpot or Salesforce.
Experience:6+ yearsSaaSTech
Skills:CommunicationPresentationOrganizationProactiveConsultative
Languages:EnglishMalayMandarinCantonese
Tech Stack:HubSpotSalesforceCRM toolsWhatsApp Business APIShopifyMarTech tools

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