Customer Success Manager

Responsibilities

• Act as the primary point of contact and the face of the company for clients, bridging the gap between customer needs and technology.
• Drive product adoption and retention by helping clients understand how features and products align with their specific goals.
• Monitor and facilitate technology usage to ensure clients receive maximum value and world-class service.
• Develop and maintain key account plans to identify opportunities for increasing value within client organizations.
• Collaborate with engineers, developers, and product specialists to ensure clients receive necessary technical support.
• Establish trusted advisor relationships to ensure high customer satisfaction (CSAT), health scores, and gross retention.
• Provide proactive feedback to internal teams regarding market trends, unmet needs, and product roadmap opportunities.

Requirements

• University degree in Business, Marketing, or a related field.
• 4+ years of experience in customer success, account management, or strategic consulting.
• Proven experience working within the Martech or SaaS industries.
• Fluency in both English and Malay (written and spoken).
• Strong project management skills and a strategic mindset.
• High sense of responsibility, accountability, and a customer-oriented approach.

Benefits

• Opportunity to join a diverse, global team representing over 50 nationalities.
• Access to internal training covering AI fundamentals, coding, and personal development.
• Subscriptions to learning platforms including Spotify, LinkedIn Learning, and MasterClass.
• Eligibility for the Employee Stock Ownership Plan (ESOP).
• Rewarding referral bonuses and opportunities for community volunteering.
• Year-round team-building activities and global retreats.

About the Company

Insider One is the #1 platform for marketing and customer engagement, uniting data, personalization, and journey orchestration across channels like WhatsApp, SMS, Email, and Web. As a woman-founded, women-led B2B SaaS unicorn, we are backed by top-tier investors like Sequoia Capital and General Atlantic, serving over 2,000 customers ranging from high-growth startups to Fortune 500 companies.