Head of Customer Success Management, Malaysia

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Orange Business Full time 900,000 - 1,200,000 per year

About the Role

We are seeking an experienced and strategic Head of Customer Success Management to lead our customer success team and drive long-term client engagement, satisfaction, and growth. This leadership role is pivotal in shaping our customer success strategy, fostering strong client relationships, and ensuring continuous improvement in service delivery. The ideal candidate will possess a deep understanding of client engagement, a passion for innovation, and a proven track record of leading high-performing teams to deliver exceptional customer value.

Key Responsibilities

  • Strategic Leadership & Client Engagement
  • Develop and execute the overall customer success strategy aligned with organizational goals.
  • Lead, mentor, and inspire a team of Customer Success Managers to deliver proactive, high-impact client engagement.
  • Foster a customer-centric culture focused on continuous improvement, innovation, and value creation.
  • Build and maintain strong, trusted relationships with key clients, understanding their evolving needs and strategic objectives.
  • Drive initiatives to enhance customer experience, satisfaction, and loyalty through personalized engagement and tailored solutions.
  • Operational Excellence & Continuous Improvement
  • Oversee the onboarding, training, and ongoing support processes to ensure seamless customer journeys.
  • Implement best practices, processes, and tools to optimize team performance and customer outcomes.
  • Regularly review customer health scores, usage analytics, and success metrics to identify risks and opportunities.
  • Lead initiatives for process automation and digital transformation to improve efficiency and scalability.
  • Business Growth & Revenue Expansion
  • Collaborate with sales, account management, and product teams to identify upselling, cross-selling, and renewal opportunities.
  • Advocate for customer needs in product development and roadmap planning based on feedback and insights.
  • Drive customer retention strategies and support contract renewal processes.
  • Cross-Functional Collaboration & Reporting
  • Act as a bridge between customers and internal teams, ensuring alignment on goals, expectations, and deliverables.
  • Provide leadership insights and regular reports on customer health, satisfaction, and strategic opportunities.
  • Promote a culture of continuous learning, innovation, and agility within the team.

Qualifications & Skills

  • Proven experience (minimum 8+ years) in customer success, client engagement, or related roles, with at least 3 years in a leadership capacity.
  • Strong understanding of the IT industry, digital services, and automation tools.
  • Demonstrated ability to develop and implement customer success strategies that drive growth and retention.
  • Exceptional leadership, coaching, and team management skills.
  • Excellent communication, presentation, and stakeholder management capabilities.
  • Analytical mindset with proficiency in customer analytics, health scores, and success metrics.
  • Experience with digital transformation, process automation, and continuous improvement methodologies.
  • Relevant certifications such as Certified Customer Success Manager (CSM), ITIL, SIAM or similar are a plus.
  • Degree level education, fluency in English is required.

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