SH

Customer Success Manager

SH

full-time

Posted on:

Location Type: Hybrid

Location: Kuala Lumpur • Malaysia

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About the role

  • Leverage tools like Gainsight and Salesforce to provide proactive touchpoints throughout the customer lifecycle.
  • Work with the Sales/Technical Account Managers to identify revenue growth opportunities through utilization of new services and/or contract renewals
  • Project manage the renewal experience to provide a seamless customer experience
  • Retain and increase subscription revenue in existing customer accounts by positioning multiyear contracts and price increases
  • Migrate existing customers from our legacy plans on to new packaging and pricing
  • Proactively identify lengthier renewal scenarios and maintain high on-time renewal rate
  • Update renewal forecast on a weekly basis and report up to management
  • Create client proposals and contracts for all existing customer client renewals
  • Support internal teams with the creation of services contracts
  • Support existing customer with security questionnaires
  • Continuously iterate and provide feedback on the renewal experience.

Requirements

  • Client-facing experience with over 5+ years of work experience within technology / SaaS solutions.
  • A technical understanding of email and email delivery.
  • Experience using Gainsight and Salesforce.
Benefits
  • Hybrid working options to support work-life balance
  • Generous Annual Leave and a day off for your birthday
  • Comprehensive health insurance benefits
  • Access to our Employee Assistance Program for mental and emotional well-being
  • Professional Development opportunities and a clear path for career growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer lifecycle managementcontract negotiationrenewal forecastingproposal creationtechnical understanding of emailemail delivery
Soft Skills
client-facing experiencecommunicationproactive problem solvingfeedback iteration