Customer Onboarding Manager - Malaysia

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. About us We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what’s possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels. We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves. From day one, Insider’s mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy,SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading. Role Description

The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client’s data.

Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider.

It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team. They are responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.

Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client. Supporting clients through setup while having a full understanding of the client's application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner.

Job Description

You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology

Help our clients understand their needs and which of our features and products best match their goals and expectations

Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology

Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary

Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organisation

Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client

Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology

Plan strategies to help the customers meet their objectives, prioritising and driving resolution on escalated customer issues

Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap

What we expect from you.

A university degree in Business, Marketing, or related fields

4+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organisation within Martech or SaaS.

Strong communication skills in both writing and speaking (English & Malay)

High sense of responsibility and accountability

A strategic thinker with excellent project management skills

Customer-oriented and able to establish a robust relationship with the assigned customer base.

A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.