Customer Success Manager

• Support the sales team in client-facing pre-sales activities as a trusted partner to prospects.
• Prepare demos, presentations, and technical documentation to support client sign-ups.
• Understand client requirements and translate them into actionable solutions.
• Assist with implementation, onboarding, and client integrations.
• Gather requirements, configure integrations, and validate API workflows with customer technical teams.
• Troubleshoot API integration issues and analyze request/response data.
• Partner with Product and Engineering to resolve complex technical challenges.
• Test and validate API integrations using tools such as Postman.
• Document lessons learned and contribute to internal knowledge-sharing resources.
• Serve as a primary post-implementation client contact and foster long-term relationships.
• Deliver training, enablement sessions, and best-practice guidance.
• Monitor client usage and feedback to identify pain points, improvement opportunities, and potential expansion.
• Escalate client issues or risks before they affect client experience.
• Support retention and advocacy by helping clients achieve measurable success.

Implementation and Customer Success Specialist

• Track key performance metrics and monitor SLAs
• Deliver clear, actionable reporting to internal leadership and clients
• Oversee forecast alignment, capacity planning, bookings, and pickup and delivery schedules
• Trace cargo irregularities, resolve delays, and manage critical escalations
• Use Google Workspace to transform operational datasets into presentations and reports
• Own operational roadblocks and client challenges from identification through resolution
• Collaborate with Operations, Network Planning, and Tech teams to remediate issues and implement sustainable solutions
• Pre-plan and forecast demand across freighters, passenger flights, and third-party capacity
• Use network algorithms to route cargo across company and partner networks
• Balance capacity, routing efficiency, and delivery timelines
• Anticipate and respond to disruptions affecting scheduled cargo transportation

Senior Executive, Customer Success

• Plan, build and deploy email campaigns in Klaviyo supporting customer engagement, retention and sales
• Create persuasive email copy and designs that connect with customers and encourage action
• Collaborate with the team to shape campaign priorities and approaches
• Contribute ideas to improve email effectiveness
• Monitor email performance and recommend improvements
• Implement changes and tests to strengthen results
• Deliver accurate, well-targeted campaigns and automated emails
• Maintain consistent quality across content, audience selection and customer experience

CRM & Email Design Specialist

• Lead and manage the complete onboarding journey for new customers
• Coordinate internal project delivery teams to deliver, configure, and implement customer requirements accurately and on time
• Manage day-to-day customer onboarding operations
• Serve as the main point of contact for customers after production launch
• Escalate and resolve client issues with technical, product support, and internal teams
• Act as the internal voice of the customer and manage expectations
• Maintain detailed onboarding project plans
• Coordinate internal and external meetings, agendas, follow-up notes, and action items
• Identify product features to help shape the B2B product roadmap
• Coordinate resources for onboarding and ongoing customer services
• Monitor customer KPIs and identify risks and opportunities
• Prepare monthly performance overviews and quarterly business reviews
• Analyze client data and present insights demonstrating partnership value and ROI
• Identify mutual growth opportunities and present them to internal stakeholders
• Facilitate introductions to sales teams for client expansion interest without owning negotiation or closing

• Handle customer inquiries through email, live chat, and social media
• Support customers with orders, shipping, returns, refunds, subscriptions, and complaints
• Help retain subscribers by understanding concerns and preventing avoidable cancellations
• Follow SOPs and brand guidelines while using good judgment to find the right solution
• Escalate complex cases and maintain accurate records
• Encourage satisfied customers to share genuine reviews
• Provide 24/7 support coverage for subscription customers worldwide

Customer Success Agent

• Own customer relationships end to end, from the signed contract through implementation, launch, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, testing the entire experience yourself.
• Configure AI agents by building and improving prompts, workflows, escalation logic, and other behaviors as the product evolves.
• Implement new workflows as Central expands beyond voice automation into back-office operations.
• Run integrations with various systems, managing API credentials, handling authentication, and working directly with the customer's IT team.
• Engage with customers through onboarding calls, implementation sessions, and troubleshooting interactions, proactively addressing any issues.
• Investigate problems by reproducing issues, checking configurations, and isolating failures before escalating to engineering.
• Triage engineering issues properly, providing necessary context and verifying solutions before closing the loop.
• Protect and grow revenue by identifying churn risks and opportunities for account expansion.
• Transform repetitive implementation challenges into documented playbooks and automation solutions.

Customer Success Manager jobs in Malaysia

Implementation and Customer Success Specialist

Senior Executive, Customer Success

CRM & Email Design Specialist

Customer Success Manager

Customer Success Agent

Implementation & Customer Success Manager – AI Agents