Customer Success Manager

Job Title: Client Success Manager (CSM)

Company: Acestar Group

Location: Kuala Lumpur (Onsite)

Reports to: Founder / Head of Client Success

Role Purpose

The Client Success Manager ensures Acestar's clients achieve clear, measurable value from our solutions. This role owns post-sales relationships, drives adoption, protects renewals, and builds long-term client partnerships.

Key Responsibilities

• Be the single owner of assigned client accounts after deal closure
• Lead onboarding, usage adoption, and ongoing engagement
• Proactively manage renewals (software, subscriptions, services)
• Identify risks early and resolve issues before escalation
• Drive upsell and cross-sell opportunities with Sales
• Coordinate internally across Sales, Tech, Ops, and Finance
• Maintain accurate follow-ups and documentation in CRM

KPIs & Success Metrics

• Renewal and retention rate
• Client satisfaction (CSAT / NPS)
• Product adoption and usage
• Churn reduction
• Expansion revenue from existing clients

Requirements

• 3–6 years experience in Client Success, Account Management, or Customer Experience
• Experience in IT, SaaS, or software licensing preferred
• Strong communication and stakeholder management skills
• Organized, proactive, and accountable

Culture Fit

• Strong ownership mindset — you close what you start
• Structured, calm, and solution-oriented
• Values clarity, accountability, and execution
• Aligns with Acestar's culture: Clarity is Power

Why Join Acestar

• Work with a founder-led, high-growth IT company
• Exposure to enterprise, government, and global clients
• Clear progression to Senior CSM or Client Success Lead
• Performance-driven environment with real responsibility