Job Details
- 💼 Growth Operations - Customer Operations
- 📍 Kuala Lumpur - Malaysia
- 🕜 Full-Time Remote)
What you will do
You will join as a Customer Success Specialist for the growing APAC region. You will be responsible for managing your own portfolio of mid-market clients, ensuring their success from implementation to renewal. You will act as a trusted advisor, helping our hospitality clients maximize the value of our platform and achieve their full revenue potential.
Where you will have impact
- You will manage a portfolio of clients in the APAC region, building strong, lasting relationships.
- You will lead the implementation process for new clients, ensuring a smooth transition and rapid adoption of our products.
- You will identify and execute upsell opportunities to drive revenue growth within your portfolio.
- You will focus on client retention, monitoring account health and proactively mitigating churn risks.
- You will act as the voice of the customer internally, collaborating with product and sales teams to enhance our offering.
- You will provide exceptional service, managing client requests and becoming an expert in our products.
- You will contribute to team efficiency by actively seeking ways to automate processes and apply new technologies like AI.
About our team
Our Customer Growth team is led by one of the founders of Lighthouse. Our team has two primary objectives: retain clients' business and grow those opportunities. They accomplish these objectives by learning what their clients' goals are and helping their clients achieve them. You will be part of our dynamic and growing Customer Success team for APAC. Our team has a strong hospitality background and understands the importance of delivering exceptional customer experiences.
What's in it for you?
- Flexible working environment: Work from home or at one of our global offices.
- Flexible time off: Autonomy to manage your work-life balance.
- Collaborative team: High-bar, friendly, creative, and passionate colleagues.
- Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
- Impactful work: Shape products relied on by 85,000+ users worldwide.
- Competitive compensation: Proactively maintained to value your work.
- Referral bonuses: Earn rewards for bringing in new talent.
Who you are
Essential
- Demonstrable experience in the hospitality industry.
- Previous experience in a Customer Success, Account Management, or similar role in a SaaS environment.
- Ability to manage a client portfolio.
- Excellent communication, negotiation, and emotional intelligence skills.
- Resilience and a proactive mindset for problem-solving and overcoming obstacles.
- Residency in the APAC region to understand cultural market dynamics.
- Fluency in English, both spoken and written.
- A strong collaborative spirit and a desire to grow within a team.
Valued
- Proficiency in an Asian language, with a preference for Mandarin (Cantonese) or Japanese.
- Curiosity and interest in artificial intelligence and how it can improve efficiency and customer service.
- Previous experience working in a startup or fast-growing environment.