Customer Success Executive

Location: Malaysia (Remote / Hybrid Klang Valley preferred)

Company: Fr8Labs

Experience Level: 12 years in B2B / SaaS / Tech Customer Success or related role

Fr8Labs builds smart, connected systems that power logistics and supply chain operations for businesses across Asia. Our platform helps freight forwarders, logistics providers, and enterprises automate workflows, gain visibility, and simplify financial operations.

We're a lean, fast-moving team that thrives on solving complex operational problems for real customers. If you enjoy helping businesses succeed through technology and you like working in a startup-style environment where ideas turn into product improvements fast you'll fit right in.

As a Customer Success Executive, you'll be the bridge between our customers and our product team. You'll help onboard new clients, guide them in using our platform effectively, and ensure they see value from day one.

You'll also play a key role in gathering feedback, troubleshooting issues, and helping shape the future of our product because at Fr8Labs, customer success isn't a support role; it's a partnership.

• Own customer onboarding from kickoff to go-live ensuring smooth adoption of the Fr8Labs platform.
• Provide proactive support and training to users, both remotely and occasionally on-site.
• Build strong relationships with customers, acting as their trusted point of contact for all product and operational matters.
• Work closely with Product and Engineering teams to communicate user feedback and feature requests.
• Analyze usage data to identify opportunities for improvement and help customers get more value from the system.
• Prepare and deliver walkthroughs, documentation, and system guides tailored to customer needs.
• Help drive customer renewals and overall satisfaction by ensuring measurable success outcomes.

• 12 years experience in Customer Success, Account Management, or Implementation ideally in a B2B SaaS or logistics / fintech / ERP environment.
• Strong communication skills (written and verbal) comfortable engaging with both business and technical users.
• Analytical mindset with attention to detail you can understand system workflows and help customers troubleshoot effectively.
• Tech-savvy and comfortable learning new platforms quickly.
• Empathy and patience you genuinely care about helping users succeed.
• Bonus points if you've worked with ERPNext, supply chain systems, or logistics software.

• Small, agile team your ideas directly shape the product and user experience.
• Work closely with the founders and tech leads no bureaucracy, just impact.
• Opportunity to grow into senior roles in Customer Success, Product, or Operations.
• Flexible working culture we care about outcomes, not just hours.