Customer Success Executive (Malaysia)

## Company Description An enterprise client is seeking an experienced **Customer Success Executive** to lead strategic post-sales customer engagements for enterprise accounts. This role focuses on driving customer adoption, business transformation, and long-term value realization by partnering with senior stakeholders and cross-functional teams. The successful candidate will serve as a trusted advisor to executive leadership while ensuring successful delivery, customer satisfaction, and renewal outcomes. ## Job Description - Lead strategic post-sales engagements for enterprise customers, driving adoption and long-term business value. - Build trusted relationships with C-level executives and provide guidance throughout digital transformation initiatives. - Own the overall customer success strategy, ensuring customers achieve measurable business outcomes from the platform. - Lead and coordinate cross-functional Customer Success teams, including Customer Success Managers, Platform Architects, and Support Account Managers. - Develop and execute customer success plans, adoption strategies, and governance frameworks aligned with customer objectives. - Partner closely with Account Executives to deliver seamless pre-sales and post-sales collaboration. - Identify adoption risks and proactively develop mitigation strategies to maximize customer success and renewal opportunities. - Drive AI adoption and help customers leverage platform capabilities to improve operational efficiency and business outcomes. - Monitor key customer success metrics including adoption, platform health, customer satisfaction, renewals, and expansion opportunities. - Deliver executive business reviews, establish measurable success milestones, and continuously optimize customer transformation roadmaps. - Support occasional on-site customer engagements in Kuala Lumpur and Cyberjaya as required. ## Qualifications - Bachelor's degree required; Master's degree preferred. - Minimum of 12 years of experience in management consulting, enterprise software, SaaS, Customer Success, Solution Consulting, or technology-enabled business transformation. - Demonstrated experience leading strategic enterprise customer engagements and managing executive-level stakeholder relationships. - Strong understanding of digital transformation, governance, customer adoption, and enterprise software implementation. - Proven ability to lead cross-functional teams and influence stakeholders across complex, matrixed organizations. - Excellent communication, presentation, and executive relationship management skills. - Experience leveraging AI tools or integrating AI into business processes and customer success strategies. - Ability to work independently while managing multiple strategic priorities in a fast-paced environment. **Highly preferred candidates will have:** - Experience supporting large enterprise SaaS platforms, preferably within Customer Success or Consulting organizations. - Proven success managing strategic customer portfolios focused on adoption, renewals, and business transformation. - Experience working with C-level executives across global enterprise organizations. - Fluency in one or more Asian languages, including **Bahasa Indonesia, Thai, Vietnamese, Malay, or Korean**. - Experience working within enterprise technology, digital transformation, or cloud software environments. ## Additional Information Join a leading global enterprise technology organization at the forefront of digital transformation, helping some of the world's largest businesses maximize the value of their technology investments.