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
- 36 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
