Location Location: Kuala Lumpur, MalaysiaDepartment Success DepartmentRole Customer Success Manager (EMEA)Mode Full-timeAbout Respond.io Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry-leading clients. Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!Our Culture At 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, 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.ResponsibilitiesCollaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platformAssist customers during the onboarding process, ensuring a positive and smooth experienceDevelop and maintain strong relationships with both internal and external stakeholdersAct as a point of contact for customer issues and ensure timely resolutionGain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platformMonitor and report on customer satisfaction and platform usageFocus on maintaining high customer satisfaction and retention ratesAcquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsellsQualifications3+ years of B2B SaaS experience in Customer Success, Consulting, and Account ManagementExperienced in working with international customers and handling global accountsAttentive listener with an ability to address customer concerns effectivelyStrong communication skills in Arabic and English to convey complex ideas clearlySkilled in negotiating complex renewal contracts in a SaaS environmentProficient in optimizing complex business processesFamiliarity with business messaging platforms, CRM systems, and Customer Success toolsPassionate about digital transformation and understanding diverse businessesAbility to provide customer feedback and insights to various departments for product improvementDeep understanding of our products, industry trends, and competitionAble to quickly grasp technical concepts and keen to become an expert in our softwareAn agile team player who is excited by the fast-paced start-up environment and is eager to make a differenceHere's what's in for youYou will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belongYou 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.You'll be covered exclusively on one of the highest medical and dental insurance especially for you.Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.Flexible working environment
