Location: Kuala Lumpur, Malaysia
Department: Success Department
Role: Customer Success Manager (APAC - Mandarin Speaker)
Mode: Full-time
About Respond.io (http://Respond.io)
Founded in Hong Kong in early 2017, respond.io (http://respond.io) is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.
Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io (http://respond.io) enables fast-growing companies around the world to capture, convert, and retain customers at scale.
We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!
Our Culture
At respond.io (http://respond.io/), we move fast, work smart, and always keep our customers at the heart of what we do. Here's what we stand for:
+ Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
+ The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
+ 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
+ Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
+ Own It and Support Each Other: We step up, help out, and drive outcomes—together.
+ Build Human Connections: Work is better when we trust, care, and celebrate wins together. We're a team!
Role Description
At Respond.io (http://respond.io/), the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.
Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.
Responsibilities
+ Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io (http://respond.io/) platform
+ Assist customers during the onboarding process, ensuring a positive and smooth experience
+ Develop and maintain strong relationships with both internal and external stakeholders
+ Act as a point of contact for customer issues and ensure timely resolution
+ Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io (http://respond.io/) platform
+ Monitor and report on customer satisfaction and platform usage
+ Focus on maintaining high customer satisfaction and retention rates
+ Acquire in-depth knowledge of the Respond.io (http://respond.io/) platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells
Qualifications
+ 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
+ Experienced in working with international customers and handling global accounts
+ Attentive listener with an ability to address customer concerns effectively
+ Strong communication skills and MUST be fluent in English & Mandarin to convey complex ideas clearly
+ Skilled in negotiating complex renewal contracts in a SaaS environment
+ Proficient in optimizing complex business processes
+ Familiarity with business messaging platforms, CRM systems, and Customer Success tools
+ Passionate about digital transformation and understanding diverse businesses
+ Ability to provide customer feedback and insights to various departments for product improvement
+ Deep understanding of our products, industry trends, and competition
+ Able to quickly grasp technical concepts and keen to become an expert in our software
+ An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference
Here's what's in for you
+ You will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belong
+ You will join a diverse team of people from all over the world who are passionate about serving our global customers.
+ You will grow more here than you would anywhere else, that is a promise.
+ Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it!
+ Beer O'Clock on Fridays? Naah, we have it every day!
+ Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
+ You'll get to experience a very competitive compensation.