Customer Experience Manager

Courtsite

5-8 Years

Malaysia, Kuala Lumpur

Posted 19 hours ago

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Job Description

Build the CX engine behind Courtsite's next stage of growth.

Courtsite is scaling — and we're looking for a CX Manager to build the CX organisation that scales with us.

Working closely with the Head of GTM, you'll lead both Customer Support and Customer Success with a clear mandate: keep daily operations excellent, make our Partner Centres more successful, drive product adoption and improve retention

This isn't a traditional support management role. You'll be the anchor of the CX function, bringing together people, performance, systems and strategy to build a CX organisation that is high-performing, data-driven and built for scale.

What You'll Own Drive Customer Growth

Set the standards, OKRs and operating rhythm for a proactive, performance-driven CS team with clear ownership of Partner Success.
Drive measurable improvements across Partner Success, product adoption and retention throughout the customer lifecycle.
Build customer health, segmentation and intervention frameworks to identify risks and opportunities early.

Build CX for Scale

Lead Customer Support + Customer Success and build the operating model for our next stage of growth.
Create scalable processes, SLAs, playbooks, workflows and automation.
Design service scope and support models that optimise cost-to-serve while maintaining a great customer experience.

Drive Adoption & Retention

Identify where Partner Centres are under-utilising Courtsite and turn those gaps into adoption initiatives.
Build repeatable adoption and Partner Success initiatives, using customer feedback and data to continuously improve the customer journey.
Drive targeted retention initiatives based on customer data and insights.

Be the Connector

Work closely with Revenue, Product and Strategy to align CX with company priorities.
Bring the voice of the customer into product and business decisions, turning insights into product, adoption and retention initiatives.
Build a strong feedback loop between Support, CS and the wider business.

What We're Looking For

We're looking for someone who is equal parts operator, people leader and CX strategist — someone who likes solving problems, building systems and making teams better.

5–6+ years experience in customer-facing functions, ideally across CX, Customer Success, Customer Support or Operations.
Experience in SaaS, tech or e-commerce, preferably in a fast-scaling environment.
Proven experience leading teams and building customer operations that scale.
Strong track record of improving Partner success, Product adoption, Retention and Customer outcomes.
Hands-on experience with CRM - service CRM is a strong plus.
Values candour, empathy and accountability, and isn't afraid to coach, challenge and address challenges head-on.
Passionate about helping teams work better through best practices, clear SLAs and scalable systems.
Project management and cross-functional skills, with a data driven approach to achieving business outcomes.
English required; additional languages such as Bahasa Malaysia, Mandarin or Chinese dialects are a plus.