Customer Success Manager - Malaysia

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Role Description

As a Customer Success Manager, you will be proactively driving adoption and retention. You will be building relationships with the customers and ensuring the services they need to receive maximum impact.

You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner. Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition. Your daily responsibilities will include providing the best use cases according to the partner, helping them with panel usage, training new partners, being a consultant to use our products in the best way according to the partners' needs. You will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics.

Job Description

• You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
• Help our clients understand their needs and which of our features and products best match their goals and expectations
• Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
• Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
• Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
• Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
• Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
• Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
• Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap

What we expect from you.

• A university degree in Business, Marketing, or related fields
• 4+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization within Martech or SaaS.
• Strong communication skills in both writing and speaking (English & Malay)
• High sense of responsibility and accountability
• A strategic thinker with excellent project management skills
• Customer-oriented and able to establish a robust relationship with the assigned customer base
• A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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