Customer Success Manager

6 months ago


Kuala Lumpur, Malaysia Hyppies Full time

**Ignite Customer Success in Fintech**

**Do you thrive on building meaningful customer relationships and driving results? Are you passionate about the FinTech industry and eager to contribute to a local-based diversified conglomerate?**

**In this pivotal role, you'll play a key role in shaping our customer success strategy and fostering long-lasting relationships.**
You'll leverage your expertise in customer success methodologies and FinTech/SaaS background to develop and implement programs that drive user adoption, retention, and overall customer satisfaction.

**Key Responsibilities**:

- **Leadership & Team Building**: Build and lead a high-performing Customer Success team, fostering a collaborative and results-oriented environment.
- **Strategic Initiatives**: Develop and implement a comprehensive customer success strategy, including onboarding, adoption, retention, and churn reduction programs.
- **SLAs & Performance**: Create and manage Service Level Agreements (SLAs) that ensure customer satisfaction and meet business objectives.
- **Customer Advocacy**: Become a trusted advisor for assigned customers, proactively addressing their needs and exceeding expectations.
- **Cross-functional collaboration**: Work closely with product, sales, and marketing teams to ensure a seamless customer journey.
- **Data-Driven Approach**: Analyze customer data and feedback to identify areas for improvement and optimize customer success initiatives.
- **Continuous Learning**: Stay up-to-date on the latest FinTech trends and best practices in customer success.

**Qualifications**:

- Minimum 5 years of experience in Customer Success, Account Management, or a related field, preferably within the FinTech, SaaS, Financial Services, or Banking industry.
- Proven track record of building and leading successful teams.
- Strong analytical and problem-solving skills with the ability to identify and address customer pain points.
- Excellent communication, presentation, and interpersonal skills.
- Experience crafting and managing Service Level Agreements (SLAs) is a plus.
- Passion for the FinTech industry and a deep understanding of financial services is highly desirable.

**We Offer**:

- The opportunity to make a real impact on a growing and innovative company.
- A dynamic and collaborative work environment with a talented team.
- Competitive salary and benefits package.
- Be at the forefront of the FinTech revolution, shaping the future of financial services.



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