Customer Success Manager (Mandarin Speaking)

Company Description

Edvance is a financial services company dedicated to serving schools with digital solutions. By handling complex financial management tasks, Edvance enables educational institutions to focus on their core mission of educating. With a commitment to simplifying processes, Edvance ensures that schools can operate efficiently and effectively. The company is passionate about supporting schools to achieve their goals through tailored financial services.

Role Description

If you've spent time in customer support or platform operations and you're ready to own relationships rather than just resolving tickets — this role was built for you. As our Customer Success Manager, you will move from reactive support into proactive account ownership. You'll bring your operational instincts and platform knowledge into a role with real commercial stakes: the schools you manage need to succeed on Edvance for the business to grow, and you're the person who makes that happen.

You will be the primary relationship owner for a portfolio of schools, working closely with school finance administrators and principals while collaborating daily with our product, operations, and finance teams internally. This is a full-time hybrid role based in PJ/KL with regular remote flexibility.

What You'll Do At First

• Own a portfolio of school accounts end-to-end — from cultivating new school partnerships through onboarding, engagement and retention strategies
• Be the first point of escalation for school queries and platform issues, and see them through to resolution after liaising with relevant internal teams
• Surface structured school feedback to the product team to close the loop between client experience and roadmap decisions

What You Have The Potential To Grow Into

• Monitor school health signals — collection rates, disbursement activity, overdue balances — and intervene proactively before issues surface
• Identify gaps in product adoption across schools and turn them into working opportunities with Edvance
• Conduct regular check-ins and business reviews with school finance administrators and principals

What We're Looking For

• 1–3 years in a customer support, helpdesk, or platform operations role — you know what good support looks like and you've outgrown it
• Strong communicator — you can translate operational issues into plain language for school staff, and escalate them clearly to internal teams
• Organised and proactive — you manage your accounts before they need to come to you
• Fluency in English, Malay and Mandarin (due to our current portfolio of schools)
• Based in Klang Valley area for occasional school visits

Bonus Points

• Experience in fintech, payments, or SaaS platforms
• Exposure to school administration, the education sector, or B2B account management
• Basic familiarity with fee billing, reconciliation, or financial workflows
• Familiar with support or CRM tools