Customer Success Executive (Malaysia) at Lifted, an… · Kuala…

companyDescription An enterprise client is seeking a Customer Success Executive to lead strategic post-sales initiatives for high-value ServiceNow customers across large-scale digital transformation programs. This role is focused on driving long-term customer success, accelerating platform adoption, and maximizing business value through strong executive partnerships and cross-functional collaboration. The selected candidate will serve as a trusted advisor to customer stakeholders, including C-level executives, while working closely with internal ServiceNow teams and strategic partners. This is a long-term engagement with structured deliverables, exposure to enterprise-scale environments, and the opportunity to contribute to transformational initiatives across the region. jobDescription Lead strategic post-sales customer engagements to drive adoption, business outcomes, and long-term value realization across enterprise ServiceNow accounts. Build and maintain trusted relationships with C-level stakeholders, acting as a strategic advisor throughout the customer transformation journey. Serve as the lead for cross-functional customer success teams, including Customer Success Managers, Platform Architects, and Support Account Managers. Drive customer adoption of ServiceNow solutions, including AI-enabled capabilities and platform enhancements. Develop and execute customer success plans aligned with business objectives, KPIs, and measurable milestones. Identify adoption barriers, operational risks, and transformation challenges, and proactively implement mitigation strategies. Collaborate with Account Executives and internal stakeholders to align pre-sales and post-sales strategies for long-term customer success. Guide customers through complex digital transformation initiatives while ensuring alignment with governance, delivery, and operational best practices. Establish structured reporting cadences, executive updates, and success metrics to demonstrate business impact and platform value. Foster collaboration across global, matrixed teams to drive alignment, scalability, and continuous improvement initiatives. Support AI-driven workflows, automation initiatives, and innovation strategies that improve customer operations and decision-making. Maintain a hands-on approach to customer engagement, adoption planning, and execution support when needed. qualifications Minimum of 12 years of experience in management consulting, customer success, solution consulting, or leadership roles focused on enterprise technology transformations. Proven experience leading large-scale digital transformation or SaaS platform initiatives within enterprise environments. Strong background managing strategic enterprise accounts and driving measurable business outcomes. Demonstrated ability to build and maintain relationships with C-level executives and senior business stakeholders. Experience leading cross-functional teams within complex, matrixed organizations. Strong business acumen with the ability to identify customer challenges and align technology solutions to business objectives. Experience working with enterprise SaaS platforms such as ServiceNow or similar technologies is highly preferred. Ability to establish scalable governance processes, operational frameworks, and customer success strategies. Strong communication, stakeholder management, and executive presentation skills. Experience leveraging AI tools, automation workflows, or AI-driven insights in business operations is preferred. Bachelor’s degree required; Master’s degree preferred. Proficiency in one of the following languages is highly advantageous: Bahasa Indonesia, Thai, Vietnamese, Malay, or Korean. Ability to thrive in fast-paced, evolving environments while maintaining a hands-on execution mindset. additionalInformation Full-time engagement (40 hours per week) with an initial 12-month contract. Primarily remote work with occasional on-site visits in Kuala Lumpur and Cyberjaya as needed. Candidates based in or near Kuala Lumpur are preferred. Structured weekly and monthly deliverables with long-term project exposure. Opportunity to work on enterprise-scale transformation initiatives within a highly collaborative and strategic environment.