Customer Success Manager

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Blend-ed Full time

Blend-ed Learning Cloud is a modern, AI-powered Learning Management System (LMS) designed for organizations that prioritize engagement, scale, and simplicity in training. From fast-growing startups to established enterprises, our platform powers learning experiences that help people grow faster and smarter.

We're a bootstrapped, product-focused team that believes in thoughtful growth, continuous improvement, and long-term relationships — both with customers and our teammates. With clients across the globe and industries like healthcare, education, and enterprise software, we're on a mission to make online learning deeply human and incredibly effective.

We work with a mix of onsite and hybrid team members. We believe in clarity, autonomy, and results — not micromanagement.

About the role

We're looking for a proactive Customer Success Manager (CSM) to own the post-sale relationship with our customers — making sure they're not just satisfied but deeply successful.

You'll be the go-to person for customer communication, onboarding, and platform health. Whether it's checking in with a customer about their latest course launch, guiding them through features they've never used before, or coordinating with the tech team to resolve an issue — you'll make sure customers feel supported, heard, and empowered.

Your work will directly influence customer retention, satisfaction, and the success of LMS rollouts across dozens of teams.

This role is onsite or hybrid, depending on your location and preference. Our clients span multiple time zones, so flexibility is key.

Who we're looking for

We're not hung up on your resume, degree, or years of experience. We care about your skills, attitude, and clarity in communication.

You're a relationship-builder with a knack for tech. You love being the person clients trust and turn to when they need answers or ideas. You're proactive — you don't wait for something to break before you check in. You find satisfaction in creating smooth experiences for others.

You're able to troubleshoot, collaborate across teams, keep clear documentation, and prioritize the customer's success every step of the way.

Bonus if you're curious about education, software, or how people learn.

What you'll be doing
  1. Be the primary point of contact for a portfolio of customers, from onboarding through renewal
  2. Proactively check in with clients, gather feedback, and ensure the platform is supporting their goals
  3. Perform routine platform health checks, flag potential issues early, and coordinate with tech teams when needed
  4. Help customers discover features, best practices, and LMS strategies they might not be using yet
  5. Track customer engagement and satisfaction metrics; step in early when account health dips
  6. Manage issue resolution — from logging tickets to following up until resolution
  7. Collaborate with product and engineering by sharing customer feedback, feature requests, and usability notes
  8. Keep clear and detailed internal documentation for every account and interaction
  9. Champion customer enablement through support materials, walkthroughs, and guidance
Requirements
  1. Clear and confident communication, especially in English
  2. Problem-solving mindset — you enjoy understanding issues and figuring out solutions
  3. Strong interpersonal skills — you build rapport easily and communicate with empathy
  4. Comfort with technology — you don't need to code, but you're confident using product dashboards and admin tools
  5. Organized and dependable — you keep track of open tasks and follow up without needing reminders
  6. Ability to prioritize multiple client needs without getting overwhelmed
  7. A team player — you collaborate well but can also take initiative and work independently
What's in it for you

Flexible onsite or hybrid working options, based on your location

Competitive compensation with performance-based incentives

Health insurance coverage

A clear path for growth based on contribution and ownership

A supportive team that values communication, curiosity, and collaboration

A meaningful role in helping educators and trainers create impact through better learning

Next steps

We don't expect a perfect resume. If you believe this role sounds exciting and you bring the right skills and mindset to make our customers successful — we'd love to hear from you.

Please include in your application:

3 reasons why you believe you'd be a great fit for this role at Blend-ed

3 things you'd prioritize during your first month as a CSM

Originality in applications

At Blend-ed, we value originality and a personal touch in applications. While we understand the growing trend of AI assistance, we discourage the use of AI tools like ChatGPT for crafting your application responses. We're looking for genuine, human-written anecdotes and workflows — AI-generated responses tend to be lackluster and are easy to identify. If you do choose to use AI assistance, please be transparent about it. However, know that priority will be given to applications demonstrating personal effort and original thinking.

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