Ant International-Senior Enterprise Customer Success Manager-Malaysia

Description

Mission: Lead the end-to-end service strategy for strategic enterprise accounts — from solution design to scaled success, ensuring premium onboarding experience and long-term client value realization.

Key Responsibilities:

1. Strategic Solution Consulting — Serve as a trusted advisor to enterprise clients; translate complex business requirements into tailored serviceframeworks, define SLA architectures, and set customer success metrics
2. Complex Delivery Leadership — Own the critical path from business needs to product implementation; steer integration troubleshooting, manage escalations, and drive seamless go-live for high-stakes deployments
3. Cross-org Orchestration & Influence — Function as the primary client escalation point; mobilize and align senior stakeholders across Product, Engineering, Sales, and Operations to resolve systemic issues and remove blockers
4. Service Excellence & Team Enablement — Codify domain expertise into scalable playbooks and best practices; mentor junior team members and elevate the overall service capability of the organization

Requirements

• At least 4 years and above experience in enterprise customer success, solution consulting.
• Native or near-native English fluency, conversations and navigate complex commercial negotiations independently
• Deep product acumen with the ability to architect end-to-end solution workflows; comfortable translating technical constraints into business trade-offs
• Strong stakeholder management and executive presence; proven ability to influence without authority and drive consensus across distributed teams
• Mentorship mindset with experience scaling team capabilities and contributing to service methodology development