Associate Customer Success (AI Platforms / SaaS)

apartment8nabler Sdn Bhd placeKuching scheduleFull-time calendar_month15/05/2026

Key Responsibilities

Customer Relationship Support
Support primary Customer Success Managers in managing post-sale customer relationships
Build relationships with day-to-day customer stakeholders and users
Assist in preparing and coordinating account check-ins, reviews, and updates
Respond to customer inquiries and help ensure timely issue resolution
Adoption & Onboarding
Support onboarding activities, including setup, training coordination, and rollout assistance
Monitor customer usage and adoption metrics
Help track customer progress against defined success plans
Identify basic adoption challenges and escalate when needed
Account Growth Support
Identify potential expansion opportunities through usage patterns and customer feedback
Collaborate with Sales and senior CSMs on upsell or cross-sell opportunities
Assist in renewal preparation by gathering usage data and customer insights
Cross-Functional Coordination
Work with Product, Engineering, and Delivery teams to relay customer feedback
Support internal coordination to ensure smooth implementation and issue resolution
Help document customer requirements and common pain points
Customer Experience
Help maintain strong customer satisfaction through proactive communication
Support development of customer success stories and case studies
Contribute to building long-term customer relationships

Impact

You will play an important supporting role in helping customers successfully adopt AI-driven solutions, contributing to customer satisfaction, retention, and long-term growth while building foundational skills in enterprise customer success.

Required Qualifications

1–3 years of experience in customer success, account management, consulting, or related roles
Strong communication and interpersonal skills
Highly organized with attention to detail
Willingness to learn enterprise software and customer success best practices
Ability to work collaboratively across teams

Preferred Qualifications

Exposure to SaaS, cloud, or AI platforms
Well verse in prompt engineering
Experience supporting onboarding or customer training initiatives
Familiarity with CRM tools (e.g., Salesforce) or customer success platforms
Basic understanding of data analysis or reporting

Success Metrics

Customer onboarding completion and timeliness
Adoption and usage growth within assigned accounts
Customer satisfaction (CSAT) and responsiveness
Quality of support provided to senior CSMs and customers

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