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Customer Success Executive

2 weeks ago

Greater Kuala Lumpur, Malaysia Info-Tech Systems Ltd. Full time 60,000 - 80,000 per year

About The Role

The Customer Success Executive (CSE) is responsible for managing customer accounts post-onboarding. Your primary mission is to ensure customers successfully adopt our software, achieve their desired business outcomes (Value Realization), and maintain high satisfaction, thereby maximizing customer lifetime value and minimizing churn risk.

J
ob Scope & Responsibilities

  1. Drive Adoption & Risk Mitigation


• Proactive Engagement: Conduct strategic outreach and check-ins with customers based on usage data and key milestone tracking to ensure optimal platform adoption.


• Churn Prevention: Utilize internal analytics (usage, feature adoption, support tickets) to identify and flag potential at-risk customers early, immediately initiating targeted success plans to stabilize the account.


• Escalation Ownership: Own the resolution customer complaints and operational issues, serving as the voice of the customer and coordinating internal resources (Support & Developers) to achieve timely resolution.

  1. Voice of the Customer (VOC)


• Feedback Loop: Systematically collect, categorize, and synthesize detailed customer feedback (including feedback from churn/win-back conversations) into actionable product requirements and service improvements for Operations & Developer stakeholders.


• Content Generation: Ensure all customers are equipped with necessary resources by contributing to the development and maintenance of training materials, help guides, and best-practice documentation.

Requirements


• Minimum 2 years of proven experience in a Customer Success, Customer Experience, or Account Management role, preferably in a SaaS environment.


• Fluency (verbal and written) in both
Cantonese & English
to effectively support our
Hong Kong market
.


• Exceptional empathy and communication skills, with a focus on maintaining composure and a solution-oriented approach during high-pressure escalations.


• Data Analysis: Strong proficiency in using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and data cleansing) to quickly analyse customer health and usage patterns.


• Problem Solving: Demonstrated ability to quickly analyse complex technical or business problems and formulate creative, accountable solutions.