Customer Success Lead

Technical Customer Success Lead

Kuala Lumpur, Malaysia (Remote / Hybrid) | Full-time

About Litecard

Litecard is a mobile wallet platform that helps brands and retailers launch Apple Wallet and Google Wallet passes for loyalty, memberships, vouchers and customer engagement.

We work with leading retail, fashion and lifestyle brands across ANZ, Southeast Asia and UK/EU. Our platform integrates with the technology brands already use, including Klaviyo, Shopify, Bloomreach, CRM platforms, marketing automation tools and leading POS systems.

The Role

We're looking for a Technical Customer Success Lead to drive delivery and customer outcomes.

You'll own customer onboarding and implementation, lead day-to-day Customer Success operations and make sure customers are successfully using Litecard to drive measurable results.

This is a hands-on role for someone who understands B2B SaaS, marketing technology and technical customer implementations. You'll work closely with Customer Success, Engineering, Sales and Operations across multiple regions and report directly to the CEO.

What You'll Do

• Lead day-to-day Customer Success operations across APAC, allocating accounts, setting priorities and balancing workloads
• Own customer onboarding and implementation from kickoff through to go-live
• Build and manage project plans, implementation timelines and stakeholder communications
• Run UAT with customers and Engineering to ensure passes, integrations, data flows and customer journeys work correctly before launch
• Work confidently with APIs, webhooks, CRM, marketing automation, e-commerce and POS integrations
• Manage a portfolio of mid-market and SMB customers while supporting Enterprise accounts alongside senior leadership
• Coordinate with our UK Customer Success team to maintain consistent processes and service standards globally
• Prepare and deliver Quarterly Business Reviews using metrics such as pass installs, active members, engagement, campaign performance and revenue impact
• Monitor account health, identify risks early and lead renewal conversations
• Identify upsell and cross-sell opportunities and work with Sales to convert them
• Act as the first escalation point for customer issues and coordinate internally through to resolution
• Build and improve Customer Success playbooks, onboarding processes, implementation templates and QBR materials

What You'll Bring

• 4-7+ years of experience in Customer Success, Technical Account Management, Implementation or Account Management within B2B SaaS, martech, CRM, marketing automation, e-commerce technology or a similar software business
• A track record of meaningful tenure within previous companies. We are looking for candidates who have typically spent 2+ years in their roles and have had the opportunity to own customer relationships through onboarding, adoption, renewal and growth
• Hands-on experience working with a marketing, CRM, customer engagement, loyalty, e-commerce or SaaS platform
• Experience managing technical customer onboarding and implementations involving multiple internal and external stakeholders
• Strong understanding of APIs, webhooks, integrations, data flows and testing. You don't need to code, but you should be comfortable working directly with engineers and technical customer teams
• Experience leading, mentoring or coordinating other Customer Success or implementation team members, formally or informally
• Strong project management skills with the ability to manage several implementations and customer timelines simultaneously
• Confidence presenting to senior client stakeholders and running business reviews
• Commercial awareness across retention, renewals, account growth and customer outcomes
• Excellent written and spoken English
• Ability to work across time zones, including regular overlap with UK business hours

Highly Regarded

Experience with one or more of the following platforms or categories:

• Klaviyo, Braze, Bloomreach, Salesforce, Emarsys, Iterable, HubSpot or similar marketing platforms
• Shopify or other e-commerce platforms
• Loyalty and membership technology
• CRM and CDP platforms
• POS and retail technology
• Customer engagement or lifecycle marketing platforms
• Regional customer portfolios covering SEA, ANZ and/or the UK

What We Offer

• A key role shaping Customer Success within a growing global B2B SaaS company
• Exposure to major retail, fashion and lifestyle brands across multiple international markets
• Direct involvement in technical implementations spanning marketing, CRM, e-commerce, loyalty and retail technology
• Remote-first, flexible working
• Significant ownership and the opportunity to grow into a broader APAC Customer Success leadership role

To apply, send your CV to hr@litecard.com.