Customer Success Executive
HybridKuala Lumpur, Kuala Lumpur, Malaysia
Kuala Lumpur, Kuala Lumpur, MalaysiaHybridFull TimeMid LevelEnterprise
Full TimeMid LevelEnterprise
Job Summary
Customer Success Executive: Enterprise/Digital Native SaaS focus, responsible for adoption, retention, and growth with enterprise accounts; builds trusted relationships, drives cross-functional collaboration, communicates product feedback, and contributes to renewals and cross-sell opportunities while maintaining high customer satisfaction.
Required Qualifications
- 5 years of experience in customer success, account management, or a related role
- Experience managing enterprise or mid-market accounts
- Technically savvy with a strong understanding of SaaS solutions at both business and operational levels
- Proven track record of driving adoption, retention, and revenue growth in a customer-facing role
- Data-driven mindset — comfortable analyzing customer usage data to drive decisions and recommendations
- Strong communication, presentation, and relationship-building skills
- Ability to work cross-functionally and manage multiple stakeholders simultaneously
- Self-motivated individual contributor who thrives in a fast-paced, results-oriented environment
- Fluent in English; proficiency in additional languages is an advantage
- Experience in SaaS, CPaaS, or cloud communications
Desired Qualifications
- 5 years of experience in customer success, account management, or a related role
- Experience managing enterprise or mid-market accounts in the local market
- Technically savvy with a strong understanding of SaaS solutions at both business and operational levels
- Proven track record of driving adoption, retention, and revenue growth in a customer-facing role
- Data-driven mindset — comfortable analyzing customer usage data to drive decisions and recommendations
- Strong communication, presentation, and relationship-building skills
- Ability to work cross-functionally and manage multiple stakeholders simultaneously
- Self-motivated individual contributor who thrives in a fast-paced, results-oriented environment
- Fluent in English; proficiency in additional languages is an advantage
- Experience in SaaS, CPaaS, or cloud communications is relevant
- Ability to build trusted relationships and drive customer health and growth
- Experience with renewals, cross-sell opportunities, and KPI attainment
- Experience coordinating cross-functional resources and customer success lifecycle management
- Knowledge of Infobip products, platform, and industry trends
- Customer journey mapping and success planning experience
- Post-purchase product feature updates and demonstrations familiarity
- Customer business reviews and executive-level沟通能力
- Account management and renewal strategy experience
- SaaS customer success metrics (CSAT, NPS, adoption, churn) focus
- Public speaking or webinar/case study participation experience
- Strategic thinking and problem-solving skills