Customer Success Manager

About Perfios

We are a banking-tech company. We help banks remodel their lending workflows by automating data aggregation, cleansing, and analysis. Our international business is growing fast, and we are scaling up our Customer Success presence in Malaysia to keep up.

The Mission

Malaysia is a priority growth market for us in Southeast Asia. We’re looking for a Customer Success Manager to own the day-to-day relationship with a portfolio of banking clients, keep delivery on track, and be the dependable point of contact clients can count on between the big strategic conversations.

Expectations

This role carries more inherent difficulty than a typical Customer Success position, and we'd rather set that expectation upfront. Our core Product and Engineering teams are based in India, while you will be the primary point of contact for our banking clients in Malaysia. That distance spans more than geography, it includes differences in working language, communication style, and business culture. Bridging these, consistently and daily, is central to the role. You will be the connective tissue between what's possible and what's practical, holding requirements, expectations, and timelines together across two teams that don't share an office, a time zone, a first language, or always the same approach to reaching agreement. This calls for genuine resilience and adaptability; it is not a role that runs on a fixed playbook.

The Reality Check: Is This You?

● You thrive in chaos: You don't need a stable process; you build the process. You are comfortable navigating situations where the path isn't clear and discovery is 90% of the battle.

● You are a diplomat and a warrior: You can handle pressure from our Sales team (who need to close deals fast) while managing our Engineering team (who need concrete requirements before building). You stop the 'blame game' and start the 'build game.'

What You’ll Actually Be Doing

Relationship Ownership & Delivery (60%)

● Relationship & Portfolio Management: Own the day-to-day relationship for a portfolio of Malaysian banking clients, building trust-based relationships through regular check-ins and status reviews.

● Requirement Gathering: Translate client requirements into clear, actionable tickets, and track them through to delivery.

● First-Line Escalations: Handle day-to-day issues as they arise, and know when to loop in senior Customer Success or leadership.

Internal Coordination (25%)

● Client Voice: Be the link between clients and Product/Engineering, making sure feedback is captured accurately and acted on.

● SLA Tracking: Monitor open items and SLA performance, following up until things are closed out. Market Support & Growth (15%)

● Learn the Landscape: Build working knowledge of the Malaysian banking and lending environment your clients operate in.

● Support Upsell & Renewal: Flag growth opportunities to Sales and support renewal conversations with a strong customer experience.

The Must-Haves

● Relevant Experience: At least 4 years in Customer Success, Account Management, or Implementation, ideally with exposure to Banking, Fintech, or SaaS environments.

● Banking Fluency: You understand core lending or banking concepts well enough to speak credibly with client stakeholders, or you can demonstrate you'll pick this up quickly.

● Communication Skills: You write and speak clearly and confidently and can manage several client accounts in parallel without dropping details.

● Process Discipline: You are organised and detail-oriented, comfortable logging and tracking work in ticketing systems, and reliable about closing the loop on open items rather than letting them sit.

Malaysian citizens will be preferred.