Customer Success Executive

About to Role:
The Customer Success Executive (CSE) will manage Malaysia customers' accounts post-onboarding, ensuring successful adoption of Info-Tech HRMS & Accounting software. The goal is to ensure customers achieve their business objectives, maximize value from the software, and maintain high satisfaction while minimizing churn risk.
Main Responsibilities:
Conduct proactive and strategic outreach and check-ins with customers using usage data and milestone tracking to ensure software adoption.
Monitor customer health using internal analytics (usage, feature adoption, support tickets) to identify and flag potential at-risk customers early, immediately initiating targeted success plans to stabilize the account.
Resolve customer complaints and operational issues, coordinating with internal Support & Development teams as needed.
Systematically collect, categorize and synthesize customer feedback (i.e. feedback from churn/win-back conversations) into actionable insight...