Customer Onboarding Manager - Malaysia

Job description

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. **About us** Insider One is the **#1 platform** that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and **become unstoppable.** Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered **by 1,500+ team members representing 50+ nationalities across 30+ offices**. With AI at its core and an integrated Customer Data Platform (CDP), **Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels**, including WhatsApp, SMS, Email, Web, App, and Site Search. We recently raised one of the largest funding rounds in the industry, **a $500M Series E led by General Atlantic**. We are backed by top-notch investors, including **Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst**, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider One was congratulated for becoming one of the only **woman-founded, women-led B2B SaaS unicorns** in the world. Loved by customers, recognized by analysts, **we are the only vendor recognized as the #1 leader** in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — [see for yourself](https://www.gartner.com/reviews/market/multichannel-marketing-hubs/compare/product/braze-customer-engagement-platform-vs-insider-vs-salesforce-cloud). We consistently outperform and continue our leadership, and [the results speak for themselves](https://insiderone.com/insider-migration/). From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the **most socially progressive technology communities** in the world. Through our social responsibility initiatives like *100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables*, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is **an exceptionally talented, visionary team of overachievers** that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading. ### What You Will Do - You'll be the primary point of contact during the onboarding phase, acting as the bridge between client needs and our platform to ensure a seamless implementation experience - Own and manage the end-to-end onboarding journey, ensuring all projects are delivered within agreed timeline and scope - Lead onboarding kick-offs, set clear expectations, and align on success metrics, timelines, and deliverables with clients - Guide clients in understanding how our products and features align with their goals, ensuring a strong foundation for long-term success. Enabling them with the right knowledge, best practices, and use-case guidance - Coordinate closely with internal teams (engineering or product specialists) to ensure smooth integration and timely resolution of any onboarding-related challenges - Ensure successful product adoption from day one by proactively identifying risks or delays and driving solutions to keep implementations on track - Build strong relationships with stakeholders, establishing trust and confidence throughout the process - Capture client feedback during onboarding and share insights with internal teams to improve access, product experience, and future improvements ### What You Will Need - A university degree in Business, Marketing, IT, or related fields - 4+ years’ relevant work experience in customer-facing customer success, onboarding specialist, account management, or strategic consulting organisationswithin 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 ### What We Offer - Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together. - Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills. - Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru. - Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build. - Help build the team you want to work with and enjoy rewarding referral bonuses. - Opportunities to give back to your community through volunteering and purpose-driven social impact projects. - From global retreats to team-building activities, expect year-round events that turn into lifelong memories.