Kerja Sepenuh Masa, Customer Success Enablement Manager di Informa Group Plc. Pulau Pinang - Maukerja

This role is based in our Penang, Malaysia office.

Role Overview

We are looking for a Customer Success Enablement Manager to directly impact customer satisfaction and retention. You will produce custom client deliverables and analysis to support post-sales teams, ensuring they are equipped to drive client satisfaction, secure renewals, and foster account growth. This role also offers opportunities to collaborate cross-functionally, contribute to AI innovation and gain valuable experience in customer success.

Key responsibilities include:

• Generate custom deliverables (e.g., emails, reports, PPT presentations, Executive Summaries) that effectively communicate value and align with the Account’s engagement strategy/Customer Success roadmap, using AI and automation tools where appropriate.
• Analyze customer data to identify opportunities for satisfaction, growth, and risk mitigation.
• Contribute to the overall success of client retention and renewal efforts.
• Assess and prioritize tasks based on due dates, difficulty, and required resources, managing time effectively to produce high-quality, client-ready deliverables that meet deadlines and achieve objectives.
• Maintain outcome-based CS templates, playbooks, and reusable automations to consistently scale outputs.
• Track and communicate the status of activities using a workflow management tool.

• 2-3 years’ experience in Customer Success, or Sales/RevOps with a track record of improving productivity and outcomes;
• Continuous learner with a strong interest in exploring emerging AI capabilities and assessing their fit for Customer Success use cases to drive performance and scale;
• Excellent written and oral communication skills and proficiency in using data in communication;
• Proficiency in Microsoft Excel, PowerPoint & Word;
• Familiarity with CS platforms and analytics (e.g., Gainsight, Salesforce, Tableau, GoodData); 
• Proven troubleshooting and problem-solving skills; and,
• Attention to detail, sense of urgency, and passion for Customer Success.