8nabler Sdn Bhd

About the Role We are building a multi-tenant AI Contact Center (AICC) platform that enables enterprises to deploy conversational AI across voice, messaging, and digital channels. We’re hiring an Enterprise Customer Success Manager (CSM) to own strategic enterprise accounts post-sale, drive onboarding and adoption, and ensure long-term commercial success across deployed AI solutions.
You will work closely with customer stakeholders, and partner internally with Product, Engineering, and Delivery to ensure successful deployments and expansion of enterprise usage.

Key Responsibilities
Enterprise Account Ownership
<ul>
<li>Own the post-sale relationship for enterprise customers as the primary point of contact.</li>
<li>Build and maintain trusted relationships with executive and operational stakeholders.</li>
<li>Lead regular account reviews (QBRs/MBRs), business updates, and executive check-ins.</li>
<li>Act as a strategic advisor on adoption plans, deployment sequencing, and best practices. &nbsp;</li>
</ul>
Adoption &amp; Value Realization
<ul>
<li>Drive onboarding and rollout across departments, channels, and use cases.</li>
<li>Track adoption metrics, usage patterns, and platform performance to ensure success.</li>
<li>Build and execute customer success plans tied to measurable outcomes and KPIs.</li>
<li>Identify adoption blockers early and coordinate internal teams to resolve them. &nbsp;</li>
</ul>
Commercial Growth &amp; Expansion
<ul>
<li>Identify expansion opportunities across workflows, departments, and regions.</li>
<li>Partner with Sales to support upsell/cross-sell opportunities with clear value cases.</li>
<li>Support renewals by demonstrating ROI, outcomes delivered, and platform value.</li>
<li>Maintain account health dashboards; proactively manage churn/renewal risk. &nbsp;</li>
</ul>
Cross-Functional Coordination
<ul>
<li>Coordinate closely with Product, Engineering, and Delivery to ensure smooth implementations.</li>
<li>Represent customer feedback internally to influence product improvements and priorities.</li>
<li>Support deployment planning and customer change management initiatives. &nbsp;</li>
</ul>
Customer Advocacy &amp; Experience
<ul>
<li>Build advocacy through excellent delivery, trust, and stakeholder management.</li>
<li>Identify lighthouse accounts for case studies and reference calls.</li>
<li>Maintain high customer satisfaction and strong executive engagement</li>
</ul>

This job is focused on ensuring that big businesses successfully use our AI Contact Center platform. You might like this job because you’ll build strong relationships, help customers adopt new technologies, and drive growth while making a real difference in their success.

Customer Centricity

Enterprise Sales

Stakeholder Management

Change Management

Project Implementation

Customer Relationship Management (CRM) Software

About the Role
We are building a multi-tenant AI Contact Center (AICC) platform that enables enterprises to deploy conversational AI across voice, messaging, and digital channels. We’re hiring an Enterprise Customer Success Manager (CSM) to own strategic enterprise accounts post-sale, drive onboarding and adoption, and ensure long-term commercial success across deployed AI solutions.
You will work closely with customer stakeholders, and partner internally with Product, Engineering, and Deliv...

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