Customer Success Manager

Location: Remote (Kuala Lumpur, Malaysia preferred)

Experience: 5–7 years

Employment Type: Full-time

ZOLO is a VC-backed, early-stage AI startup headquartered in Singapore, building the #1 order-to-cash platform for food suppliers.

The food supply industry is still heavily reliant on manual processes — orders come through WhatsApp, email and e-commerce channels, while teams spend hours transferring information into ERP systems, managing follow-ups and chasing payments.

We are changing that.

Our solution streamlines the entire order-to-cash process — from order processing to growing repeat sales, and managing receivables. Through embedded payment, financing and insurance solutions we also help suppliers improve cash flow and get paid faster, while their buyers pay on flexible terms.

We are trusted by leading food suppliers in Singapore, powering the next generation of B2B commerce across Southeast Asia and beyond.

As a Customer Success Manager, you will own and grow relationships with our B2B customers, ensuring they realise measurable business value from ZOLO's solutions.

You will serve as a trusted advisor to customers, driving product adoption, identifying opportunities for improvement, and working closely with our Product and Engineering teams to deliver an exceptional customer experience.

• Customer Relationship Management: Manage a portfolio of B2B customers, building strong relationships with key stakeholders and serving as their primary point of contact.
• Customer advocacy: Act as a customer advocate within the company, communicating customer feedback and insights to relevant teams to drive product improvements.
• Onboarding & Adoption: Lead customers through onboarding, implementation, training, and ongoing product adoption to ensure a smooth and successful experience.
• Customer Success & Growth: Proactively engage customers to understand their business challenges, demonstrate measurable value, and identify opportunities to maximise their use of ZOLO's solutions.
• Retention & Expansion: Monitor customer health, address potential risks, and identify opportunities for account growth and expansion.
• Issue resolution: Respond promptly to customer inquiries and resolve issues effectively. Collaborate with internal teams to ensure timely issue resolution.
• Cross-functional Collaboration: Work closely with Product, Engineering, and Sales teams to resolve challenges, communicate customer feedback, and improve the overall customer experience.
• Performance & Insights: Track customer engagement, adoption, and success metrics, providing actionable recommendations to improve customer outcomes.

• 5–7 years of professional experience, with a strong background in Customer Success, Account Management, or related customer-facing roles within a SaaS environment.
• Experience managing B2B SMB accounts is highly preferred, particularly across a portfolio of multiple customers.
• Strong communication and relationship-building skills, with the ability to engage both operational teams and senior decision-makers.
• Comfortable communicating in English, Mandarin and/or Bahasa Malaysia to effectively support our regional customer base.
• A proactive, consultative, and problem-solving mindset, with the ability to translate customer needs into practical solutions.
• Comfortable working independently in a remote, fast-paced environment while collaborating with regional teams.
• Experience in ERP, business automation, fintech, or the food distribution industry would be an added advantage.

• Join a VC-backed startup at an inflection point with an opportunity to progress into a senior commercial or leadership role as the company scales.
• Work at the intersection of AI, SaaS, Fintech and food supply, helping transform how a large, traditional industry operates.
• Work directly with the founding team and have a meaningful impact on the company's direction.
• Sell a product solving a real, expensive and highly visible business problem.
• Earn competitive compensation with meaningful performance upside.

Interested in joining us WhatsApp us at https://wa.me/6589270079 with your CV to start a conversation.