Customer Success Manager - Malaysia

Kuala Lumpur
Permanent
Full-time

15 days ago

Job Description:OverviewMomos is a rapidly growing startup headquartered in San Diego and Singapore, building AI for customers at every location. Momos works with leading enterprise multi-location brands and QSRs globally, such as Firehouse Subs, Shake Shack, and Baskins Robbins, and powers the entire customer stack with AI for 20,000 locations globally.At Momos, our core principle is putting restaurants at the forefront of everything we do. Since day one, we have embedded the valuable feedback and input from our restaurant partners into our company culture and product design. This collaborative approach has been instrumental in creating a solution that truly meets the needs of the F&B industry. Today, we are proud to be trusted by over 2000 restaurants globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.The RoleWe are seeking a highly motivated Customer Success Manager (CSM) to own the full post-sale customer lifecycle, from onboarding and adoption through renewals and expansion. The CSM will act as a trusted advisor, building strong customer relationships, driving product value, and ensuring long-term customer satisfaction and retention.ResponsibilitiesOnboarding & Implementation

Lead new customer onboarding, ensuring smooth handoff from sales and clear alignment on goals.
Develop tailored implementation plans and coordinate with internal teams to deliver timely, successful launches.
Provide training sessions and resources to drive product adoption from day one.

Customer Relationship Management

Act as the primary point of contact for customers, building strong, trusted relationships.
Regularly engage with customers to understand their needs, business goals, and challenges.

Proactively monitor account health, usage, and satisfaction, addressing issues before they escalate.

Adoption & Value Realization

Partner with customers to drive ongoing product adoption and ensure they are realizing measurable value.
Conduct business reviews and share insights, best practices, and new feature updates.

Identify opportunities for workflow optimization and ROI improvement.

Renewals & Retention

Own the renewal process, ensuring customers see the long-term value of continuing the partnership.
Mitigate churn risks by addressing product, support, or strategic concerns early.

Collaborate with leadership on account strategies to secure renewals.

Expansion & Advocacy

Identify opportunities for upsell, cross-sell, and expansion in partnership with the sales team.
Develop customer advocates by nurturing champions, capturing testimonials, and driving referrals.
Serve as an advocate for clients within the organization, championing their needs and feedback to drive product enhancements and improvements.

Product Knowledge

Develop an extensive understanding of our software, including its features, functionalities, and setup processes.
Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients.

Location

Malaysia

Requirements:

3-5 years of proven Customer Success experience, preferably in B2B Software companies.
Strong aptitude for creative problem-solving and a track record of tackling challenging scenarios.
Proactive mindset, eager to learn, and committed to continuous professional development.
Excellent interpersonal skills, maintaining a positive demeanour and outstanding communication abilities.
Ability to work independently and remotely, managing multiple tasks and priorities with ease.
Familiarity with CRM software and other relevant tools.
Passionate about working with customers and dedicated to exceeding their goals.

Benefits:

Competitive salary and bonus scheme
Private medical insurance
Paid time off and flexible working culture
Opportunities for rapid career advancement
A dynamic and inclusive company culture
Access to the latest technology and tools for personal development
Comprehensive onboarding program for new employees
Employee recognition programs for outstanding performance
Participation in industry conferences and events
A supportive environment that encourages innovation and creativity

Cultural Values

Mission-driven and fast-paced, entrepreneurial environment.
A collaborative and flat company culture.
Comprehensive private health insurance.
Discretionary trips to visit teams/ offices in the region.
Cross-cultural team bonding/networking.
Love Food? Join our Team!

Equal OpportunityMomos is an equal opportunity workplace where we embrace diversity and different cultures. We started as an international Company, and know that building an organization with different experiences, thoughts and opinions allows our team to grow and excel.

Momos

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