Customer Success 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. 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. ### What You Will Do - 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 customers' 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 clients. - Establish a trusted advisor relationship that ensures our customers' 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 You Will Need - 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. ### 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.