Customer Success at Courtsite is about helping our partners grow with us . You'll lead the charge in ensuring our venues make full use of the platform, understand the tools we've built for them, and feel genuinely supported as their business scales. It's proactive, partner-focused, and rooted in relationships - not just reactive support . ???? What You'll Do Build and maintain strong relationships with venue partners , many of whom are Mandarin-speaking and less familiar with digital tools Lead, grow, and coach a team of Customer Success Associates and Support Agents Guide team in providing hands-on support for partner centres and improving utilisation Lead business review sessions with key partners, and coach the team to identify and drive growth opportunities Design and implement onboarding flows, SOPs, and playbooks to help partners succeed and help the team scale Act as a bridge between product/engineering and customers , advocating for improvements based on real-world use Create systems to monitor retention, satisfaction, and engagement , and drive those metrics forward Be the escalation point for urgent partner or customer issues during peak hours (typically evenings) and weekends ???? Who Might Thrive in This Role We don't hire based on resumes - we hire based on potential, empathy, and ownership. That said, you may feel especially at home in this role if you've been: A Retail or F&B Area Manager , managing outlets and building trust with franchisees or owners A Branch Manager in fitness, banking, logistics, or other service-led businesses An Ops or Account Manager at a tech-enabled platform (like Grab, StoreHub, Mindvalley, etc.) Or from any background , but known for being the one who always figures things out , steps up for the team, and builds systems that others follow And if you&aposre looking to break into a fast-moving, tech-first environment , this is your chance. What We're Looking For Experience leading teams or projects (formal or informal) Excellent relationship-building and communication skills Strong comfort with Mandarin-speaking business owners Enjoy making systems run better, not just putting out fires Can travel around Malaysia occasionally for visits to partner centres Organised, operationally minded, and always thinking about how to improve workflows Able to think big picture and get into the weeds when needed Comfortable working non-traditional hours occasionally when impact matters Care deeply about helping people succeed, not just "supporting" them Show more Show less