Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI/F&B Tech): Managing client relationships and ensuring maximum value extraction from AI-driven ordering solutions with an accent on product adoption, customer retention, and stakeholder engagement. Focus on analyzing usage metrics to drive growth, collaborating with technical teams to resolve root causes, and executing strategies to minimize churn.

Location: Hybrid in Kuala Lumpur, Malaysia

Company

hirify.global, part of the Delivery Hero Group, provides AI-powered ordering and engagement tools for the F&B industry across more than 10 APAC markets.

What you will do

• Serve as the main point of contact for assigned customers to ensure their success with hirify.global’s solutions.
• Develop and maintain strong relationships with key stakeholders to align with their business objectives.
• Drive product adoption and engagement by providing best practices and proactive recommendations.
• Monitor usage metrics and identify opportunities for account growth or improvement.
• Collaborate with sales, product, and global tech support teams to identify root causes and implement permanent solutions.
• Conduct regular business reviews to assess customer health and develop strategies for renewal and expansion.

Requirements

• Location: Must be based in Kuala Lumpur, Malaysia
• 2+ years of experience in customer success, account management, project management, or service-related roles.
• Strong communication and interpersonal skills with the ability to influence stakeholders at all levels.
• Ability to analyze data and provide actionable insights to customers.
• Proven track record of managing multiple accounts successfully.
• Ability to travel as needed to meet customers and support business needs

Nice to have

• Bachelor's degree in Business, Marketing, Hospitality, Technology, or a related field.
• Technical knowledge of APIs, Point-of-Sale (POS), and middleware interfacing.

Culture & Benefits

• Opportunity to build AI, fintech, and digital solutions that transform the dining industry.
• Fast-paced environment emphasizing ownership, speed, and tangible real-world results.
• Clear career paths and opportunities to grow as a leader.
• Culture of curiosity and excellence that values data-driven problem solving and bold ideas.
• Supportive, humble, and positive work environment open to feedback and continuous learning.