Customer Success Manager

Role: Customer Success Manager

Company: AI-Powered SaaS Client Employment Type: Permanent / Full-Time

Location: Kuala Lumpur, Malaysia, (Hybrid)

Experience Required: 5+ years

Salary: Best in the industry

Eligibility : Open for Local citizens/permanent residents only, due to AI project security requirements.

About the role

We are looking for a Customer Success & Growth Manager to fully own our SME customer segment

across both Sales-led and Product-led (PLG) motions, while also managing upwards on selected

Mid-Market accounts.

This is a high-impact, senior IC role suited for someone who has scaled customer portfolios in

fast-growing B2B SaaS or AI startups. You will be responsible not just for onboarding and support, but for

retention, expansion, renewal strategy, and product feedback loops - operating as the GM of your book of

business.

This role requires someone who can move fluidly between execution and strategy, is comfortable with

commercial conversations, and can create repeatable systems in an environment where not everything is

built yet.

This role will be based in Kuala Lumpur where you'll work directly alongside our founders and leadership

team to grow our business globally. This is the perfect role for someone who is eager to bring immediate

impact and shape our global sales organisation.

How you'll contribute

Own the end-to-end SME customer lifecycle across both Sales-led and Product-led motions, from

onboarding through adoption, renewal, and expansion, with accountability for Net Dollar

Retention, churn reduction, and expansion revenue

Act as the primary point of contact and trusted advisor for a portfolio of SME customers and

selected Mid-Market accounts, developing a deep understanding of their business goals,

challenges, and automation opportunities with fileAI

Lead customer onboarding and implementation, ensuring smooth setup, fast time-to-value, and

clear positioning of fileAI within customers end-to-end workflows and tech stacks

Deliver customer training and enablement both 1:1 and at scale (e.g. group sessions, webinars,

documentation) to drive adoption, usage depth, and best-practice sharing

Run proactive, structured customer check-ins to build strong, multi-threaded relationships, gather

feedback, surface risks early, and maintain high customer satisfaction

file.ai Set up once. Automate Forever.

Own customer escalations, working cross-functionally across Product, Engineering, Support, and

Leadership to achieve timely, customer-centric outcomes

Monitor and act on customer success metrics including usage, engagement, health signals,

renewal indicators, and satisfaction to prioritize effort and prevent churn

Lead and support the renewal process, setting expectations early and ensuring a seamless,

well-managed renewal experience

Identify and execute upsell and cross-sell opportunities based on customer needs, usage

patterns, and growth, partnering closely with Sales on pipeline and forecasting

Gather and synthesize structured customer feedback and insights to influence product direction,

feature prioritization, migrations, and AI workflow improvements

Build and maintain scalable systems and processes (CRM hygiene, health scoring, playbooks)

file.ai Set up once. Automate Forever.

Who you are

5-6 years experience in customer success, account management, or related roles, preferably in

the SaaS, AI or technology industry is a plus.

Proven track record of owning renewals, retention, and expansion, with clear accountability for

Net Dollar Retention (NDR) and growth outcomes

Demonstrated ability to operate across Sales-led and Product-led growth motions, including

onboarding, adoption, renewals, and expansion conversations

Strong commercial acumen, with experience navigating pricing, packaging, contract discussions,

and renewal objections with empathy and confidence

Strategic, business-first mindset with the ability to understand customer end-to-end workflows,

business objectives, and tech stacks, and translate them into actionable success and expansion

strategies

Excellent communication and stakeholder management skills, able to build trust, multi-thread

relationships, and influence decision-makers across customer organisations and internal teams

Highly structured and systems-oriented, with strong project management and prioritisation skills

to manage large portfolios and competing initiatives in a fast-moving environment

Deep familiarity with SaaS and subscription metrics including ARR, MRR, churn, expansion, and

usage-based signals, and the ability to use these metrics to drive proactive account decisions

Comfortable working with AI products and evolving roadmaps, partnering closely with Product

and Engineering to shape solutions and manage customer expectations

Proficient with CRM and customer success tools (e.g. HubSpot, Gainsight, Vitally, or similar) and

able to maintain strong data hygiene and reporting discipline