JB-837

Job Title : Customer Success Manager - English (Local)

Job Category Type : Customer Service/ Call Centre / BPO

Currency : Malaysian Ringgit(MYR)

Salary : MYR 5000

Country : Malaysia

State : Kuala Lumpur

Benefits : Annual Leave;Maternity leave;Paternity leave;Medical Insurance Outpatient & Inpatient;Dental Coverage;Optical Coverage;Sick leave;Hospitalization

Job Description :

As a Dedicated Customer Success Manager, you will be the trusted advisor for a curated book of high-value Mailchimp customers. Your mission is to help businesses realize the full potential of their marketing automation journey. You will guide them through onboarding, ongoing platform optimization, and strategic consultation ensuring measurable success, retention, and growth.


Key Responsibilities:

  1. Own and manage a dedicated book of business (BoB) of 300–400 accounts.
  2. Act as a strategic advisor by defining success plans, guiding adoption of new features, and delivering outcome-focused check-ins and business reviews.
  3. Deliver high-touch, proactive support through personalized onboarding, goal-driven campaign planning, and data-driven recommendations.
  4. Escalate and coordinate resolutions for complex technical/product-related concerns with the right internal teams.
  5. Monitor and analyze customer metrics to identify risks and opportunities for churn prevention and expansion.
  6. Represent the voice of the customer by collecting product feedback and advocating for customer needs cross-functionally.
  7. Partner with Sales, Support, and Product teams to ensure a seamless customer journey from setup to upsell.
  8. Maintain a cadence of engagement: quarterly business reviews, performance reporting, and product value alignment.
  9. Educate clients on best practices in email marketing, automation, e-commerce integration, and list growth strategies


Qualifications:

  1. 3+ years in a customer-facing role (CSM, Account Manager, or equivalent) in a SaaS or marketing technology environment.
  2. Proven experience managing a dedicated customer portfolio with high-value accounts.
  3. Deep knowledge or strong aptitude for learning marketing automation platforms, preferably Mailchimp.
  4. Strategic thinker with consultative skills and a passion for solving customer challenges creatively.
  5. Excellent communication skills – both written and verbal – with the ability to simplify complex topics for non-technical audiences.
  6. Highly organized, proactive, and resourceful with strong project and time management abilities.
  7. Comfortable navigating data and using analytics to drive conversations and decisions.
  8. Language proficiency in English is required, additional fluency in Portuguese (2HC) or Spanish (2HC)
  9. Flexibility to work within designated time zones (EMEA, LATAM, APAC shifts).


WFH Allowance :

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