Customer Success Manager

Delivery Hero seeks a Customer Success Manager to join our growing team in Kuala Lumpur. In this full-time remote role, you'll take ownership of customer relationships, developing strategies that drive adoption, engagement, and long-term value for our partners across the region.

About This Position

The Customer Success Manager role sits at the intersection of customer advocacy, strategic planning, and business growth. You'll be instrumental in ensuring our restaurant and merchant partners achieve their objectives on the Delivery Hero platform, whilst identifying expansion opportunities that benefit both our customers and the wider business. This position requires a blend of customer empathy, analytical thinking, and strategic foresight to guide partners through their journey with us.

Day-to-Day Responsibilities

• Manage and nurture key customer relationships, ensuring partners successfully onboard and maximise platform adoption
• Develop and execute retention strategies tailored to customer segments, identifying upsell and growth opportunities
• Collaborate with product, operations, and finance teams to resolve customer challenges and implement solutions
• Track key performance indicators, prepare regular account reviews, and communicate insights to stakeholders
• Identify market trends and competitive dynamics, feeding insights back to the broader Delivery Hero strategy team
• Serve as the primary point of contact for assigned customer accounts, building trust and understanding their unique business needs

Requirements

• Proven experience in customer success, account management, or a similar customer-facing strategic role
• Strong analytical and problem-solving abilities, with comfort in data-driven decision-making
• Excellent communication skills and the ability to work effectively across multiple departments
• Experience in a fast-paced, growth-oriented environment, ideally within technology, e-commerce, or marketplace sectors
• Familiarity with the Southeast Asian business landscape is a plus
• Self-motivated, organised, and able to manage multiple priorities with minimal supervision

More About Delivery Hero

Delivery Hero is a leading global platform transforming how people discover, order, and receive food and goods. With operations spanning multiple countries and a commitment to connecting customers with local merchants, we're reshaping the on-demand delivery sector. Our team in Kuala Lumpur is central to our growth strategy in Southeast Asia.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.