StoreHub is hiring a

Senior Customer Success Manager (Malaysia)

Kuala Lumpur, Malaysia

StoreHub’s mission is to ‘Make Businesses Awesome’ and achieving this goal requires our customers to realise great value from using StoreHub’s platform. As a Senior Customer Success Manager, you will lead the development and execution of strategies to drive customer growth and retention of our 10,000+ customers throughout Southeast Asia.

Our next Senior Customer Success Manager is passionate about helping small and medium-sized businesses succeed in the current commerce landscape. You will partner closely with leadership across product, sales, business development, operations, and marketing with the primary objective of developing and driving effective customer adoption initiatives.

Requirements

What you will do:

  • Drive development and application of Customer Success strategy including market specific requirements related to product adoption and education with sales, marketing and product leadership
  • Analyze and improve existing Customer Success processes with focus on scalability
  • Deliver best practices that can be shared with customers to help them in maximizing their use of our solutions
  • Cultivate strategy for broader usage of StoreHub’s product offering within each account (cross-sell) and create opportunities for the Customer Success teams to grow existing business (up-sell)
  • Oversee regional Customer Success teams to create and execute account retention and expansion plans for each country and industry
  • Monitor and facilitate customer’s adoption of StoreHub’s product offerings and features with an understanding of their overall business needs as they relate to our products
  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Understand customers' strategic goals and develop a strategy to ensure optimal value is derived by all users
  • Prepare and execute on quarterly customer success plans, minimising overall churn rate
  • Implement initiatives to turn around at-risk accounts
  • Ensure service levels are consistently exceeded
  • Interview Customer Success applicants and train new hires
  • Develop daily, weekly and monthly reports on Success Team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers


You will need:

  • At least 5+ years experience in leading teams in the area of Customer Success/Customer Service, preferably in a Technology/SaaS company
  • 3+ years management experience
  • Proven account management/strategic planning experience
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Awareness of industry’s latest technology trends and applications
  • Ability to create and execute strategic initiatives that drive key results
  • Excellent client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Excellent command of English
  • Previous sales experience a plus

Benefits

We ask for hard work and dedication from all of our employees. In return we provide them with:

  • Free Friday lunches
  • Company sponsored monthly outings
  • Medical and Dental Outpatient Visits
  • Macbooks for everyone
  • Recreation space complete with a Ping Pong table, PlayStation 4 and VR Headset
  • Company sponsored learning benefit
  • Fully stocked fridge and kitchen

We get lots of work done! We just also believe that as long as our employees are happy (and fed) they will be well equipped to give their best each and everyday. Check out our GlassDoor reviews https://www.glassdoor.com/Reviews/StoreHub-Reviews-E1473638.htm

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