Customer Success Executive (Malaysia)

Job description

Lead strategic post-sales engagements for enterprise customers, driving adoption and long-term business value. Build trusted relationships with C-level executives and provide guidance throughout digital transformation initiatives. Own the overall customer success strategy, ensuring customers achieve measurable business outcomes from the platform. Lead and coordinate cross-functional Customer Success teams, including Customer Success Managers, Platform Architects, and Support Account Managers. Develop and execute customer success plans, adoption strategies, and governance frameworks aligned with customer objectives. Partner closely with Account Executives to deliver seamless pre-sales and post-sales collaboration. Identify adoption risks and proactively develop mitigation strategies to maximize customer success and renewal opportunities. Drive AI adoption and help customers leverage platform capabilities to improve operational efficiency and business outcomes. Monitor key customer success metrics including adoption, platform health, customer satisfaction, renewals, and expansion opportunities. Deliver executive business reviews, establish measurable success milestones, and continuously optimize customer transformation roadmaps. Support occasional on-site customer engagements in Kuala Lumpur and Cyberjaya as required. Bachelor's degree required; Master's degree preferred. Minimum of 12 years of experience in management consulting, enterprise software, SaaS, Customer Success, Solution Consulting, or technology-enabled business transformation. Demonstrated experience leading strategic enterprise customer engagements and managing executive-level stakeholder relationships. Strong understanding of digital transformation, governance, customer adoption, and enterprise software implementation. Proven ability to lead cross-functional teams and influence stakeholders across complex, matrixed organizations. Excellent communication, presentation, and executive relationship management skills. Experience leveraging AI tools or integrating AI into business processes and customer success strategies. Ability to work independently while managing multiple strategic priorities in a fast-paced environment. Highly preferred candidates will have: Experience supporting large enterprise SaaS platforms, preferably within Customer Success or Consulting organizations. Proven success managing strategic customer portfolios focused on adoption, renewals, and business transformation. Experience working with C-level executives across global enterprise organizations. Fluency in one or more Asian languages, including Bahasa Indonesia, Thai, Vietnamese, Malay, or Korean . Experience working within enterprise technology, digital transformation, or cloud software environments. Join a leading global enterprise technology organization at the forefront of digital transformation, helping some of the world's largest businesses maximize the value of their technology investments. An enterprise client is seeking an experienced Customer Success Executive to lead strategic post-sales customer engagements for enterprise accounts. This role focuses on driving customer adoption, business transformation, and long-term value realization by partnering with senior stakeholders and cross-functional teams. The successful candidate will serve as a trusted advisor to executive leadership while ensuring successful delivery, customer satisfaction, and renewal outcomes.