Manager, Client Success

📋 Description

• Lead, coach, and develop a high-performing Client Success team.
• Own team KPIs: upsell, churn, retention; use data to drive results.
• Manage your own book of business across key accounts.
• Ensure world-class onboarding, enablement, and engagement across accounts.
• Escalate complex client issues; coordinate with Product & Tech teams.
• Partner with Sales for seamless handoffs and growth opportunities.
• Identify global process improvements to boost efficiency.
• Champion customer feedback to shape product roadmap and delivery.

🎯 Requirements

• Hospitality industry knowledge with SaaS familiarity.
• Proven leadership with track record of managing a team.
• Experience in Client Success or Account Management in SaaS/tech.
• Data-driven, commercially-aware mindset; track upsell, churn, retention.
• Resilient and composed when handling client escalations.
• Excellent written and spoken English.
• Legal right to work Malaysia.
• Interest in leveraging AI and productivity tools for team workflows.

🎁 Benefits

• Flexible work: remote or at global offices.
• Flexible time off to manage work-life balance.
• Collaborative, high-bar team.
• Career development through workshops, tools, and training.
• Impactful work shaping products used by 85,000+ users.
• Competitive compensation.
• Referral bonuses for bringing in new talent.