Customer Success Account Manager (Hybrid)

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Vietnam, Malaysia, and Indonesia. With more than 1700 schools as customers, our mission is to revolutionize early childhood education through technology and provide innovative solutions to our customers. With a team of 60 talented individuals, we are committed to transforming the way education is delivered in the Southeast Asian region and beyond.

Title: Customer Success Account Manager 
Location: Kuala Lumpur, Malaysia
Working Arrangement: Hybrid 
Department: Angels / Customer Success 
Reports to: Head of Customer Success (Singapore)

As the Angel - Customer Success Account Manager, you will manage a portfolio of school customers, mainly for the Singapore market. You will support customers throughout their journey with LittleLives, from onboarding and training to product adoption, renewals, account growth, and ongoing customer success.

You will be the primary customer-facing representative for LittleLives. Your insights and relationships with customers will help them realise the full value of our platform, enabling them to succeed and love LittleLives as much as we do!

This role offers opportunities to grow your customer management, SaaS product knowledge, training, and regional account management experience while working closely with customers and internal teams across Southeast Asia.

What You Will Be Doing

• Manage and build strong relationships with school customers, mainly for the Singapore market.

• Conduct online and onsite training, onboarding sessions, and product walkthroughs.

• Travel to Singapore for onsite training, meetings, or project discussions when required.

• Drive product adoption and help customers use LittleLives effectively in their daily operations.

• Follow up on customer requests, issues, renewals, upsell opportunities, and account matters.

• Work closely with regional teams across Singapore, Vietnam, Indonesia, Thailand, and Malaysia.

• Handle customer concerns professionally with good judgement and problem-solving skills.

• Prepare customer updates, reports, training materials, and user guides when needed.

• Gather customer feedback and share insights with internal teams to improve the customer experience.

• Manage multiple priorities including onboarding, training, renewals, upsells, and support follow-ups.

• Experience in Customer Success, Account Management, Client Servicing, Sales, or other customer-facing roles. Prior experience in SaaS or EdTech is an advantage.

• Experience communicating directly with clients and managing customer relationships.

• Customer-first mindset with the ability to understand customer needs, manage expectations, and build trust.

• Tech-savvy and comfortable learning new systems and product workflows.

• Strong can-do attitude, willingness to learn, and sense of ownership.

• Good problem-solving skills, judgement, and ability to make sound decisions.

• Strong communication, presentation, and follow-up skills.

• Able to multitask, stay organised, and manage different responsibilities in a fast-paced environment where priorities may change.

• Able to work independently and collaborate with regional teams across different countries.

• Familiarity with CRM or support tools such as HubSpot, Freshdesk, Salesforce, or Zoho CRM is an advantage.

• Strong verbal and written communication skills in English.

• Ability to conduct training in Chinese is preferred.

• Willingness to travel to Singapore when required.

Interview Process

1. 1st - HR Screening

2. 2nd - Role Challenge

3. 3rd - Interview with Head of Customer Success (Singapore): Product Test 

4. 5th - Interview with Chi (optional)