Customer Success Manager

Job Title

: Customer Success Manager (CSM) – SaaS for OOH

Location

: [Malaysia]

Job Type

: Full-time

Company Overview

:

Join
Moving Walls

, a trailblazer in the Out-of-Home (OOH) advertising and AdTech ecosystem, as a
Solution Architect

. This pivotal role places you at the heart of our innovative journey, designing and implementing scalable, efficient, and transformative solutions for our award-winning platforms like
LMX

and
MAX

. With a focus on automating and enhancing media transactions, you'll enable a seamless connection between media buyers and sellers in a rapidly evolving digital-first landscape.

Position Overview

:

We are seeking a dedicated Customer Success Manager (CSM) to manage and nurture relationships with our clients, ensuring that they are successfully onboarded, fully engaged with the platform, and receive maximum value from our SaaS product.

The CSM will serve as the main point of contact for our clients, working closely with both the product and engineering teams to ensure customer needs are met and product improvements are aligned with client feedback.

Key Responsibilities

:

• Client Onboarding & Support

:
- Guide new clients through a seamless onboarding process, ensuring they understand how to effectively use our platform.
- Provide training, documentation, and resources to clients for product adoption and best practices.
- Client Relationship Management

:
- Develop and maintain strong, long-term relationships with clients by understanding their goals, challenges, and needs.
- Serve as the main point of contact for client inquiries, product issues, and feedback.
- Ensure customer satisfaction by addressing concerns promptly and providing tailored solutions.
- Requirements Gathering & Liaising with Product Team

:
- Collaborate with clients to understand their specific requirements and business needs.
- Act as a bridge between the client and internal teams (product, engineering) to communicate requirements, enhancements, and issue resolution.
- Track feature requests and product updates from clients, working closely with the product team to prioritize and deliver solutions.
- Product Expectations

:
- Assist in the creation of client proposals, ensuring that the proposed solutions align with the client's goals and business objectives.
- Ensure accurate audience measurement and provide insights to clients on how to use the platform's features for improved targeting and campaign effectiveness.
- Understand and document client requirements for Content Management Systems (CMS), ensuring that the platform supports and integrates with their content strategies.
- Platform Utilization & Improvement

:
- Monitor and track platform usage, identify opportunities for improvement, and drive client engagement to ensure the product is being used to its full potential.
- Conduct regular check-ins with clients to offer guidance, best practices, and help improve platform adoption.
- Customer Success Metrics & Reporting

:
- Monitor customer health metrics such as retention, usage, and satisfaction.
- Provide regular reports to clients and internal teams regarding account status, product usage, and performance.
- Continuous Improvement

:
- Work proactively with the product and engineering teams to ensure that product updates and enhancements align with customer needs and industry trends.
- Advocate for customers and drive product development and improvements based on feedback.

Skills & Qualifications

:

• Proven experience in a Customer Success or Account Management role, preferably in SaaS or technology. (min 3 to 5 years)
• Strong understanding of SaaS products and customer lifecycle management.
• Experience in the Out-of-Home (OOH) advertising industry is a plus.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Ability to work collaboratively with cross-functional teams, including product, engineering, and sales.
• Ability to prioritize and manage multiple tasks and clients simultaneously.
• Knowledge of CRM tools and customer success platforms (e.g., Salesforce, HubSpot, Zoho,etc.).
• Must be able to converse Vietnamese or Mandarin languages.

Desired Attributes

:

• Customer-centric with a passion for ensuring customer satisfaction and success.
• Strong attention to detail and process-oriented.
• Self-motivated, proactive, and results-driven.
• Ability to adapt in a fast-paced, dynamic environment.

Why Join Us?

• Innovative Vision

: Be part of a team committed to
"Creating the Future of Outernet Media"

, where every solution impacts global markets across Asia, ANZ, Africa, and more.
- Cutting-edge Projects

: Work on features like
programmatic deal automation

,
data-driven audience insights

, and
dynamic campaign management

for platforms connecting billions of ad impressions.
- Collaborative Culture

: Collaborate with multidisciplinary teams, including Sales, Product Management, and Engineering, to craft solutions that are
customized and impactful

.