Customer Success Manager - Malaysia

Yellowai in Malasiya

yellow.ai brings the best of AI+human-led conversational automation for enterprises of great repute like Schlumberger, Domino’s, Dr. Reddy’s Lab, PepsiCo, Bajaj Group, Indigo, Cipla, Siemens, MG Motors, and more. We have offices in 6 countries and have clients across 27 countries.

We’re a team of 900+ makers, who’ve shipped over 650+ Intelligent Virtual Assistants. Our Virtual Assistants converse in over 120 languages, and our platform handles more than a billion conversations every month - over 50+ channels in text and voice!

We’re also named Leading conversational AI Platform, Distinguished CX Vendor, and Advanced Virtual Assistant Provider by Gartner. They’re really critical and meet 1000+ Conversational AI Platforms. We’re thrilled to be recognized by them!

We’re one of the fastest growing SaaS leaders emerging from Asia and are backed on this journey with more than $100M in funding so far by partners like Lightspeed, Sapphire Ventures, WestBridge Capital and Salesforce Ventures. We also got honoured recently, being one of the top 10 companies to work at by ‘#LinkedinTopStartups’ and a ‘Great Place to Work at’ certification.

Customer Success is an integration of functions and activities of Marketing, Sales, Professional Services, Training and Consulting rolled into one role. We are looking for 3 to 6 years of work experience in a high-touch Customer Success / Strategic Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company


If you have any questions about the company, the role or the process, write to us at careers@yellow.ai

Read more about us here .

yellow.ai provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status in accordance with applicable federal, state and local laws.
    • Drive Engagement:
    • ○   Get involved in the customer lifecycle post delivery through the duration of their subscription period
    • ○      Identify product usage gaps and provide actionable solutions to the customers
    • ○      Build value-based relationships with customers and create champions
    • ○      Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI
    • ○      Drive desired customer outcomes through a consultative approach
    • ○      Establish development goals and desired success outcomes and then develop a plan to carry them out successfully
    • ○      Identify and Process Success milestones for the customers
    • Drive Expansion:
    • ○      Ensure customer retention by aiding renewals
    • ○      Identify opportunities of upselling and cross-selling along with the Account Managers
    • ○      Identify appropriate additional business use cases where Yellow.ai bots can be deployed
    • ○      Have a strong business sense to keep looking out for new use cases and solutions using our bots to create a win-win situation with customers
    • Achieve Advocacy:
    • ○      Internal:
    • ■      Communicate and brain-storm with the product team on customer feedback and help refine product roadmap
    • ■      Optimize existing processes within the company and actively enhance all Customer Success initiatives
    • ○      External:
    • ■      Work with the customer operations & marketing team to execute customer surveys, case studies, etc
    • ■      Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organization

    • Build Team:
      • ■      Act as a coach, mentor and consultant to the Customer Success team.
      ■      Should have led large teams with handson experience in refactoring business processes for higher efficiency and customer delight.
    • ■      Take ownership to build a successful team.
    • Has 3 to 6 years of work experience in a high-touch Customer Success / Strategic Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company
    • Showcases exemplary written and verbal communication skills to work along with Global Customers
    • Has worked directly with Large Enterprise Customers in the Americas or European region
    • Has an exceptional ability to communicate and foster positive business relationships
    • Has experience in a Developer role servicing enterprise accounts. Experience with APIs, NodeJS, Javascript
    • Able to explain the issue from a technical perspective to the Adoption/Support team and coordinate with them to solve the issue if required by using innovative solutions
    • Ability to prioritize, multi-task and perform effectively under pressure
    • Proven ability to develop working relationships at all team members, both inside your
    • company and within your customer accounts.
    • Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.
    • Managed customers across different segments in the past and knows how to manage them differently.
    • Exhibits a true passion for Customers and for Customer Success .
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