Deskripsi Pekerjaan
Are you a high-impact professional looking to ditch the corporate red tape and make a tangible difference in a fast-scaling B2B SaaS environment? Triiio Vertex Sdn. Bhd. is seeking a dynamic Customer Success Manager / Enterprise Account Manager to join our growing team in Kuala Lumpur.
We believe in radical ownership and direct impact. As a key member of our success team, you will act as the primary bridge between our product and our enterprise clients. You won't just be managing accounts; you will be orchestrating success stories, driving product adoption, and ensuring that our partners achieve maximum ROI using our platform. If you are an empathetic communicator who thrives in an agile, fast-paced environment and prefers meaningful outcomes over rigid hierarchies, we want to hear from you.
This role offers the perfect blend of consultative selling, strategic account management, and customer advocacy. Join us as we scale our footprint and redefine how enterprise businesses interact with SaaS technology.
Tanggung Jawab
- Manage a portfolio of enterprise accounts, acting as the primary point of contact for onboarding, retention, and growth.
- Develop and implement tailored success plans that align with client business objectives to drive long-term platform adoption.
- Proactively identify at-risk accounts and execute turnaround strategies to ensure high retention rates.
- Collaborate with cross-functional teams, including Product and Sales, to provide client feedback and shape the product roadmap.
- Conduct regular business reviews (QBRs) with key stakeholders to demonstrate platform value and identify upsell/cross-sell opportunities.
- Maintain deep product knowledge to provide technical guidance and expert support to enterprise users.
- Monitor key performance indicators (KPIs) such as Churn Rate, Net Promoter Score (NPS), and Customer Health Scores.
Kualifikasi
- 3+ years of experience in Customer Success, Account Management, or B2B SaaS sales roles.
- Proven track record of managing enterprise-level client relationships and handling complex account escalations.
- Excellent verbal and written communication skills with the ability to influence C-suite decision-makers.
- Analytical mindset with the ability to interpret data and generate actionable insights for clients.
- Self-motivated, proactive, and capable of operating with a high degree of autonomy in a scaling company.
- Strong understanding of SaaS business models, metrics, and customer lifecycle management.
- Bachelor's degree in Business, Marketing, or a related field; or equivalent practical experience.