Customer Success Manager

Staffany Private Limited

Kuala Lumpur, Malaysia (Remote possible)

Company prefers not to disclose

Other

Full-Time

3 - 5 years of experience

Job benefits

Flexible work hours
Remote work options
Health and wellness benefits
Paid unlimited leave
Personal development benefits

Must have skills

Customer Service

Customer Relationship Management (CRM)

Customer Success

Job description for Customer Success Manager at Staffany Private Limited

StaffAny’s mission is to shape and empower the future of work. We provide our users with a remedy that streamlines and automates their painful Operations and HR processes. Our users rely on our superpowers to understand their frustrations and we are here to empower them to make time for what they love.
About the Role
The Customer Success Manager ensures that our clients achieve product value and customer satisfaction, directly contributing to the retention and account expansion rates of the Company.
A huge part of the role is being the voice of the customer, collecting, analysing and presenting customer feedback to steer product direction and improve user experience. If you are someone who believes in product led growth and are stimulated by helping others and problem solving, apply to join our rocketship.
You Are
Proficient in writing and speaking in English
Able to speak Mandarin proficiently and Bahasa Melayu/Indonesia at an intermediate level
3 – 6 years experience in a client-facing/account management role
Calm and diplomatic under pressure when working through tough customer issues
Empathetic to customers and colleagues
Enjoy problem solving
Process-driven in your work
Excellent coaching, writing, discovery, and presentation skills
Comfortable and willing to be a hands-on contributor
Great at setting up processes, thereafter measuring and improving them
Interested in contributing to product discovery and research, with basic understanding of statistics
You Will Find Yourself
Drive customer success and through the entire life cycle to ensure adoption, growth, and renewal.
You will help onboard and transition new customers from sales to implementation and full deployment with StaffAny solutions, whether this is 1:1 or 1 to many.
Define success plans jointly with customers and key stakeholders to deliver high value outcomes.
Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement.
Act as the voice of our customers, conveying needs and issues internally across departments. Identify and flag trends within your clients’ industries, and feed this back internally
Prioritize input from customers, sales, and partners to the Product team to ensure customer feedback is fully represented in our Go-To-Market processes and product roadmap
Document customer success stories and make them referenceable
Document key customer interactions on Hubspot and achieve measurable adoption
Foster the customer community through content development and webinar delivery in partnership with the marketing team in the near future.
Manage the Customer Success Executive team
Report to the Product Success Lead
Success Indicators
CSAT score
% of newly onboarded customers achieving product success in 28 days (internal definition will be shared during interview)

The Offer
The opportunity to lead and manage processes in the space of adoption, onboarding, support and success
Cross collaborate across departments and learn how customer-centric tech products are built
Growth opportunities as we double our team in the next 12 months
Be part of a fast-paced growth environment that always stretches you and forces you to be slightly uncomfortable
Work with talented, intense and motivated colleagues in a dynamic and vibrant environment