Customer Success Manager

• Foster relationships and be a trusted advisor to customers utilizing risk products
• Drive value creation and execution of retention strategy
• Work with customer groups in compliance, audit, legal and risk functions
• Coordinate with in-market CSMs and CSM Market Leads for Customer Success Plans
• Connect remotely with customers and build relationships with stakeholders
• Partner with account managers to provide insights on customer health
• Collaborate with Sales and Customer Proposition teams
• Monitor customer health, adoption metrics, renewals
• Develop and execute customer success strategies
• Manage delivery of services for Refinitiv World-Check and Risk solutions
• Deliver product walkthrough sessions based on customer requirements
• Work with implementation team for customer onboarding

Associate Customer Success Manager – Risk Intelligence

• Lead the regional Customer Success and Account Management organisation
• Oversee the management of all client relationships in the region
• Lead and develop high-performing teams responsible for client engagement
• Act as the regional escalation point for complex client relationships, strategic partnerships, and high-impact client issues
• Ensure regional teams maintain a holistic view of client relationships across multiple QS products and services
• Implement the global client segmentation framework within the region
• Ensure the right level of coverage and engagement across different client tiers
• Promote insight-led client engagement that leverages QS data, intelligence, and market expertise
• Collaborate closely with regional Sales and Commercial teams to drive revenue retention, renewals, and expansion opportunities
• Drive operational discipline through consistent use of CRM systems, client health scoring, and engagement reporting
• Promote adoption of CX technology, CRM tools, automation, and AI-driven insights within regional teams
• Encourage proactive, insight-led engagement with clients

Regional Head, Customer Success

• Design and execute a multi-year roadmap that transforms our Dynamics platform into a world-class, AI-ready revenue engine
• Architect, design, and implement Microsoft Dynamics 365 CRM solutions optimised for performance, scalability, and user experience
• Lead the full technical lifecycle — from discovery and design through to delivery, testing, and continuous improvement
• Define and enforce CRM data models, integration patterns, and governance standards
• Build and maintain custom entities, workflows, plugins, Power Automate flows, and advanced business rules within Dynamics 365
• Design and deliver CRM capabilities that empower the sales team to manage pipelines, track activities, and close deals efficiently
• Ensure seamless integration with SharePoint, teams and other MS365 products
• Implement client quality scoring and segmentation frameworks within the CRM to support compliance and commercial prioritisation
• Design and build Power Pages portals for client-facing interactions, onboarding journeys, and self-service capabilities
• Architect and implement integrations between Dynamics 365 and third-party compliance and KYC/AML tools
• Own and drive a multi-year CRM vision and technology roadmap
• Communicate complex technical architecture clearly to non-technical stakeholders and executive leadership
• Mentor junior team members and establish best practices for CRM development and delivery

Senior Executive, CRM

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience.
• Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction.
• Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations.
• Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives.
• Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools.
• Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

AI Client Experience Manager

• Support customer outcomes by helping them realize more value from Autodesk solutions
• Use data triggered signals to proactively engage customers to align product capabilities with outcomes
• Establish adoption strategies to increase customer value and product usage
• Identify and engage at-risk accounts by using discovery skills and realign them toward success
• Collaborate cross-functionally with Sales, Renewals, Channel Partners, Support, and Services
• Deliver a high-quality experience that deepens customer satisfaction and loyalty
• Uncover and identify opportunities to expand customer relationships through value discovery and strategic conversations

Customer Success Advisor

• **The Role**The Enterprise Client Success Manager (CSM) exists to ensure the successful delivery, adoption, and long-term impact of our mental health benefits platform across key strategic and large enterprise accounts.
• This is a high-touch, consultative role focused on translating our solution into measurable value for clients. The Enterprise CSM owns the end-to-end client journey, from implementation and program design to engagement strategy, reporting, renewals, and expansion. They act as a trusted advisor to senior HR and business stakeholders, ensuring the programme aligns with organisational priorities and drives meaningful outcomes for employees.
• **What You'll Do**
• **Main Responsibilities**
• - Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts
• - Own end-to-end delivery of the mental health benefits platform across assigned clients
• - Develop and execute customised mental health programme strategies aligned to each client’s workforce needs
• - Build strong, long-term relationships with senior HR and business stakeholders
• - Drive client satisfaction, retention, and expansion opportunities
• - Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
• - Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy
• - Identify product enhancement opportunities based on client feedback and insights
• **Day-to-Day Activities**
• __**Client Relationship Management**__
• - Conduct regular client check-ins (weekly, monthly, quarterly)
• - Prepare and present QBRs and impact reports
• - Respond to client queries, escalations, and operational requests
• - Align on programme priorities, campaign calendars, and engagement initiatives
• - Manage renewals conversations and identify upsell/cross-sell opportunities
• __**Programme Delivery & Project Management**__
• - Oversee implementation timelines and onboarding processes
• - Coordinate webinars, roadshows, campaigns, and engagement initiatives
• - Ensure platform configurations, credits, and reporting are accurate
• - Track project milestones and manage internal follow-ups
• - Ensure service quality standards are maintained across clinical and operational delivery
• __**Strategic Advisory & Consulting**__
• - Develop tailored engagement strategies based on workforce demographics and needs
• - Advise clients on mental health trends, utilisation benchmarks, and best practices
• - Provide recommendations to improve adoption, communication, and ROI perception
• - Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)
• __**Data Analysis & Insights**__
• - Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
• - Analyse trends and identify risks or growth opportunities
• - Develop insights and narratives to demonstrate programme impact
• - Use data to inform renewal and expansion discussions
• ____
• __**Cross-Functional Collaboration**__
• - Translate client feedback into clear product and operational requirements
• - Work with Product and Engineering on feature enhancements or fixes
• - Partner with Marketing on engagement campaigns and communication materials
• - Coordinate with Clinical and Delivery Ops for service quality and provider matters
• - Support Sales in enterprise pitches, renewals, and expansion proposals
• __**Continuous Improvement & Innovation**__
• - Identify recurring pain points and process inefficiencies
• - Contribute to internal playbooks, best practices, and reporting frameworks
• - Proactively suggest platform improvements to enhance scalability and client value

Customer Success Manager jobs in Malaysia

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Associate Customer Success Manager – Risk Intelligence

Regional Head, Customer Success

Senior Executive, CRM

AI Client Experience Manager

Customer Success Advisor

Client Success Manager