Customer Success Manager

About Nimbly ()

Nimbly is an AI-enabled, multi-product solution designed for large-scale operations. Our mobile platform simplifies the implementation of standard operating procedures for frontline workers and provides management with real-time visibility down to the store level.

In today's post-COVID world, where frontline labor shortages and staff turnover are at an all-time high, Nimbly helps organizations drive efficiency and productivity at scale. We are currently present in 11 APAC and US markets, with plans to expand further globally.

Built by passionate founders and backed by leading VCs, Nimbly enables best-in-class companies such as KFC, 7-Eleven, Adidas, and Decathlon to become more agile, deploying digital routines that ensure consistency in product quality and customer experience.

We are looking for a Customer Success Manager (CSM), based in Malaysia, to join our growing team and ensure client success, retention, and growth.

Responsibilities

• Lead and manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of Nimbly Technologies' solutions.
• Build and maintain strong relationships with key stakeholders, acting as the primary point of contact for client inquiries, escalations, and account management.
• Serve as a client advocate within Nimbly, representing customer needs and feedback to internal teams, while driving continuous product and service improvements.
• Conduct client training sessions and workshops to educate users on solution features and functionalities, enabling them to maximize adoption and realize business value.
• Drive solution adoption and engagement by monitoring usage metrics, proactively identifying risks or gaps, and recommending corrective actions.
• Monitor customer health and satisfaction through regular check-ins, surveys, and performance reviews; develop strategies to address issues or concerns.
• Conduct Quarterly Business Reviews (QBRs) with clients to review performance, demonstrate value, align on goals, and identify opportunities for growth.
• Identify upselling and cross-selling opportunities to expand product adoption and increase client lifetime value.
• Proactively manage renewals, ensuring high retention rates and uncovering opportunities for expansion within existing accounts.
• Collaborate cross-functionally with Technical Support, Product, and other internal teams to resolve issues and deliver timely solutions.
• Stay up to date with industry trends, best practices, and competitive insights to provide strategic guidance and thought leadership to clients.
• Gather and analyze client feedback, facilitating feedback sessions and translating insights into actionable recommendations for product and process improvements.

Qualifications

• Minimum 3+ years of experience in customer success, preferably in the F&B and Retail industry; sales experience is a plus.
• Strong communication and interpersonal skills, with fluency in English; proficiency in Chinese is an advantage
• Based in Malaysia, with willingness and ability to travel extensively for client visits.
• Ability to multitask and prioritize responsibilities effectively in fast-paced environments.
• Proven experience with CRM systems and other customer success tools.
• Detail-oriented with excellent organizational and problem-solving skills.
• Enthusiastic, self-motivated, and able to work independently.
• Strong business acumen and ability to translate client insights into measurable results.

Benefits at Nimbly

• Competitive salary
• Commission based on performance
• Friendly and dynamic work environment
• Opportunity to take part in growing SaaS company

Job Types: Full-time, Permanent

Pay: RM4, RM6,500.00 per month

Benefits:

• Cell phone reimbursement
• Opportunities for promotion
• Professional development

Experience:

• Customer Success: 3 years (Required)

Language:

• Chinese (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: In person