Customer Success Manager - SEA

As a Scaled CSM, you will be responsible for a large portfolio of SMB customers across Malaysia, Singapore & Indonesia markets. The role is based in Malaysia.

You will focus on customer activation, product adoption, expansion & renewals, through scalable processes instead of only 1:1 engagement. 

Key Responsibilities:

• →Drive & test on scalable initiatives to segment customers, automate workflows to improve first 30 days activation & minimize churn. 
• →Nurture customers for deeper features adoption to build case studies. 
• →Creating education materials (WhatsApp &/ email drips, document step-by-step user guides in text & video) & host weekly group training calls with follow ups.
• →Handle selected clients onboarding including initial setup around Meta and Wati
• →Identify expansion/upgrade opportunities by aligning Wati’s offerings with evolving customer needs & close the deals.
• →Collaborate with cross teams e.g. Support, Product, Marketing to resolve day to day issues and translate customer voices into feature asks.

What We’re Looking For

• A problem solver who is independent, persistent, eager to learn & comfortable with changes. 
• 3+ years of work experience in clients accounts management/ consulting/ project management roles.
• Strong business acumen with the ability to understand client objectives and translate them into actionable plans.
• Excellent communication and presentation skills.
• Proficient in English & Indonesian Bahasa.

• Why Join Us?
• Be part of a fast-paced, global team shaping the future of conversational commerce.
• Work with talented teammates across continents who value transparency, curiosity, and customer obsession.
• Opportunity to grow with the company and take on increasing responsibility as we scale.