SaaS Customer Success Manager (Malay Speaking)

About Palexy

Our AI-powered retail performance management solutions transform existing in-store CCTV cameras into powerful BI systems for retailers to boost store conversion, improve customer service, and achieve operational excellence.

Recognized as one of the top 10 Indoor Mapping Analytics Vendors by CBInsights in 2021 & 2023, we have deployed our AI solutions to 100+ enterprise & mid-market retailers in APAC such as Central Retail, Skechers, Boots, Le Creuset, Dyson, Birkenstock, etc.

We are looking for a Customer Success Manager (CSM), based in Kuala Lumpur, to help customers successfully adopt our product. You will work with customers as they transition from sales to active users, helping them achieve their desired outcome and stay with us for a long time. You will focus on building close long-term client relationships and proactively managing people and situations to drive value from our product.

Responsibilities:

• Guide new customers through the onboarding process, ensuring smooth adoption
• Proactively manage customer relationships, including regular check-ins to assess satisfaction and identify any pain points.
• Ensure customers realize the full potential of our platform by providing tailored recommendations, addressing issues, and proactively helping them solve problems
• Lead weekly/monthly meetings with the client's Operation Managers to provide strategic insights and recommend actions aimed at enhancing store performance
• Identify opportunities for upselling and cross-selling additional features, services, or add-ons based on customer needs and usage patterns
• Regularly analyze customer health metrics, usage data, and feedback to anticipate challenges and prevent churn
• Work cross-functionally with Sales, Deployment, and Product teams to deliver a seamless customer experience and identify opportunities for product improvements

Qualifications and skills:

• Fluency in English and Malay
• Background in SaaS Customer Success, B2B consulting or Retail Operations is preferred
• Strong analytical skills with a data-driven approach
• You are strong in building relationships, you enjoy forming and maintaining relationships
• You possess empathy to connect with customers over both their successes and frustrations, to read between the lines with people and situations
• Data-driven mindset, solid communication, and presentation skills. You need to eventually become a trusted advisor for customers, where they need to trust your industry knowledge and product knowledge, that your recommendations are in their best interest.

What we offer

Work with Palexy's Team:

We are a fast-paced, always-learning, open-minded, diverse-background team competing globally in a rapidly growing field. We listen to your ideas, challenge them, build on them, and together make good ideas even better and execute them to the best of our efforts.

Work with Palexy's Customers:

Our customers are data-driven retailers looking to improve their processes and optimize their operations. If you enjoy working with different teams from different businesses and empowering them to use data & AI to make better, faster decisions, you will thrive in this role.

• Competitive salary and performance-based incentives
• Flexible work arrangements
• Exposure to cutting-edge AI and retail technology
• Career growth in a rapidly expanding company