Customer Success Manager (Fully Remote)

A unique opportunity awaits for you to join a purpose-driven organisation as a Customer Success Manager in Malaysia, where your passion for sustainability and hospitality will be at the heart of everything you do.

Customer Success Manager

This role is designed for someone who thrives on building meaningful connections, supporting clients in achieving their operational and environmental goals, and making a tangible difference in reducing food waste. You will work closely with leading figures in the hospitality industry, from executive chefs to F&B directors, ensuring they unlock the full potential of innovative technology solutions that drive both cost savings and positive environmental outcomes. With a supportive leadership team and a culture that values collaboration, empathy, and personal growth, this position offers flexible working opportunities and the chance to contribute to a mission that truly matters. If you are looking for a role where your interpersonal skills, analytical mindset, and commitment to customer success can flourish while helping shape a more sustainable future, this is the perfect next step in your career.

• Play an integral part in driving sustainability within the hospitality sector by empowering clients to reduce food waste and achieve measurable results through advanced technology solutions.
• Enjoy flexible working opportunities and ongoing training that support your professional development while collaborating with passionate colleagues who share your commitment to environmental stewardship.
• Build trusted relationships with top-tier hospitality professionals, guiding them through seamless onboarding experiences and continuous engagement to ensure long-term success and satisfaction.

What you'll do:

As a Customer Success Manager based in Malaysia, you will immerse yourself in the world of hospitality technology with a focus on sustainability. Your days will be filled with meaningful interactions as you guide clients through onboarding processes, deliver hands-on training sessions tailored to diverse kitchen teams, and configure bespoke dashboards that fit seamlessly into each operation. By acting as the main point of contact for your portfolio of accounts, you will foster deep trust with senior stakeholders across renowned hotels and restaurants. Through regular check-ins and insightful business reviews, you will help clients interpret data analytics to uncover opportunities for improvement—empowering them to take decisive action towards reducing food waste. Your ability to listen empathetically ensures that every client feels heard; your collaborative approach means you are always ready to partner internally or externally when challenges arise. Whether it’s developing action plans alongside customers or sharing their success stories with Marketing partners, your efforts will directly contribute to both client satisfaction and broader environmental impact. In this role, operational excellence is not just encouraged but celebrated: you’ll play an active part in refining processes, gathering feedback for product innovation, and shaping best practices that set new standards for customer success.

• Deliver seamless onboarding experiences for new customers by partnering with internal teams to ensure every client feels supported from day one.
• Conduct engaging user training sessions tailored to chefs, F&B teams, and kitchen staff so that all stakeholders are confident in adopting new solutions.
• Configure devices and dashboards according to each customer’s unique operational setup, ensuring optimal integration into their daily routines.
• Act as the primary point of contact for assigned accounts, nurturing strong relationships with key decision-makers such as Executive Chefs, General Managers, Sustainability Teams, and F&B Directors.
• Schedule regular check-ins and business reviews to share valuable insights, track progress against agreed KPIs, and highlight best practices that drive results.
• Monitor customer usage data and analytics proactively to identify areas for improvement and recommend actionable strategies that enhance value.
• Collaborate with customers to develop action plans focused on reducing food waste and increasing cost savings while tracking measurable outcomes.
• Drive customer retention by managing renewals effectively and minimising churn risks through attentive service and proactive problem-solving.
• Identify upsell and expansion opportunities by working closely with Sales colleagues to match evolving client needs with additional solutions.
• Gather feedback from customers regularly and collaborate with Product and Tech teams to inform product enhancements while contributing ideas for scalable customer success frameworks.

What you bring:

To excel as a Customer Success Manager in this forward-thinking organisation, your background should reflect proven experience supporting clients within either customer success roles or hospitality operations. Your natural ability to connect empathetically with people at all levels—whether conducting training sessions or facilitating business reviews—will be invaluable as you nurture long-term partnerships built on trust. A keen eye for detail combined with comfort interpreting data means you can translate analytics into practical recommendations that resonate with busy hospitality professionals. Your adaptability shines when configuring bespoke solutions or responding swiftly to evolving client needs; meanwhile, familiarity with CRM systems ensures smooth account management throughout the customer journey. Multilingual abilities are especially appreciated given the diverse regional clientele served by this organisation. Above all else, your genuine passion for sustainability drives everything you do: from championing food waste reduction initiatives alongside clients to contributing ideas that improve products or processes internally. As someone who thrives in collaborative environments where every voice matters—and where personal growth is actively encouraged—you will find ample opportunity here not only to make an impact but also develop professionally.

• 2-4 years of experience in Customer Success, Account Management or Hospitality Operations provides you with a solid foundation for understanding client needs within complex environments.
• Strong interpersonal communication skills enable you to build rapport at all levels—from kitchen staff to executive leadership—ensuring every stakeholder feels valued.
• Experience working with data dashboards and analytics allows you to derive actionable insights that tell compelling stories about performance improvements.
• A hands-on attitude means you are comfortable rolling up your sleeves whenever needed to ensure successful execution of projects or initiatives.
• Familiarity with CRM tools such as Hubspot or Salesforce helps streamline account management processes efficiently; knowledge of customer success platforms is advantageous.
• Fluency in English is essential for clear communication across diverse teams; proficiency in additional languages like Mandarin, Thai or Korean would be highly beneficial given the regional client base.
• An entrepreneurial mindset empowers you to operate resourcefully even when faced with ambiguity or limited resources—a key attribute in high-growth settings.
• A deep motivation for sustainability aligns your personal values with organisational goals around reducing food waste and driving positive change.
• Your collaborative spirit ensures effective teamwork across functions while maintaining focus on shared objectives.
• Proven ability as a creative problem-solver enables you to navigate complex dynamics gracefully while delivering mutually beneficial outcomes.

What sets this company apart:

This organisation stands out as a true pioneer in leveraging technology for social good—specifically targeting one of today’s most pressing global challenges: food waste. By joining this team, you become part of a community deeply committed to environmental stewardship while supporting some of the region’s most respected hospitality brands on their journey towards greater sustainability. The company fosters an inclusive culture where collaboration is celebrated; every team member’s contribution is recognised as vital to collective success. Flexible working arrangements allow you to balance professional ambitions with personal wellbeing while ongoing training ensures continuous development at every stage of your career. Here, your work has real-world impact—not only helping clients achieve operational excellence but also advancing broader societal goals around resource conservation. If you are seeking an environment where purpose meets professional growth—and where supportive leadership empowers everyone—you will thrive within this mission-driven organisation.

What's next:

If you are inspired by the prospect of making a meaningful difference through your work while growing alongside passionate colleagues, now is the time to take the next step in your career journey.

Apply today by clicking on the link below—your future as a Customer Success Manager dedicated to sustainability awaits!

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C