PartsBase Inc. is hiring a Manager of Customer Success to lead and develop a team of 4–6 Customer Success Managers supporting customers across the APAC and Middle East regions. In this player-coach role, you will directly drive team performance, ensuring successful customer onboarding, product adoption, renewals, and growth for one of the world’s largest online aviation marketplaces.
What You'll Do
- Oversee a team of Customer Success Managers, run weekly 1:1s and team huddles, review customer interactions, and provide clear, actionable feedback.
- Ensure structured customer onboarding with success plans, milestones, and adoption goals.
- Support your team in embedding PartsBase into customer workflows, increasing product usage, and driving renewals.
- Spot red flags early, guide recovery plans, and act as the point person for priority issues.
- Help the team identify and pursue add-ons, advertising sales, and other PartsBase offerings.
- Capture customer feedback and competitive insights, and share them with Product, Marketing, and Sales Enablement.
- Maintain clean CRM/CS tools, track forecasts, and ensure dashboards reflect accurate performance.
- Recruit, onboard, and train new Customer Success Managers to strengthen the team.
What We're Looking For
- 6–10 years in B2B Customer Success or Account Management (SaaS/marketplace preferred).
- 2–4+ years of people management experience leading a team of 4–10 Customer Success Managers or Account Managers.
- Proven success driving customer retention, adoption, and expansion using data-driven methods.
- Strong with CRM/CS tools and comfortable managing dashboards and KPIs.
- Excellent English communication skills.
- A leadership style that sets clear expectations, gives candid feedback, and celebrates wins.
- Based in Malaysia, with flexibility to travel across APAC for key meetings and events.
Nice to Have
- Additional Asian language skills (Bahasa, Mandarin, Japanese, etc.) are a plus.
Technical Stack
- CRM/CS Tools
Team & Environment
You will lead and develop a team of 4–6 Customer Success Managers.
Benefits & Compensation
- Competitive pay of RM $17k monthly plus a team bonus structure.
- Uncapped growth opportunities in a global SaaS business.
- Professional development and leadership growth programs.
- The chance to make your mark in one of the world’s largest online aviation marketplaces.
Work Mode
This is a global role based in Malaysia, serving customers across APAC and the Middle East.
PartsBase is a TEAM-focused, inclusive organization that welcomes all employees and values their unique contributions.
