Customer Success Manager

Role: Customer Success Manager (Mandarin Speakers)

Location: Malaysia, Kuala Lumpur

Job type: Full time, permanent – hybrid

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

The Role

As a Customer Success Manager at QS, you will be responsible for delivering consistent, value-driven customer experiences across a portfolio of university partners, government and commercial organisations, supporting them to achieve measurable outcomes from across the QS ecosystem of products and services.

Reporting to the Regional Head of Customer Success, you will play a key role in executing QS’s global Customer Success strategy at a regional level. You will focus on driving adoption, engagement, and value realisation through structured Customer Success frameworks, scalable delivery models, and insight-led engagement.

This is a Customer Success–led role, centred on enabling customer outcomes and long-term success, while contributing to retention and sustainable growth through demonstrated value.

Role Responsibilities

1. Customer Success Delivery & Value Realisation
   

• Support customers in achieving clear, measurable outcomes from QS products and services
• Translate client objectives into structured success plans aligned to institutional priorities
• Guide customers in interpreting data, insights, and benchmarks to inform decision-making
• Drive adoption and utilisation across the QS portfolio, ensuring customers realise full value

2. Onboarding, Adoption & Enablement

• Deliver effective onboarding and training to ensure strong early engagement
• Enable customers through a mix of direct engagement and scalable, digital-first approaches
• Promote consistent adoption of QS solutions within customer workflows

3. Customer Engagement & Retention

• Build and maintain strong relationships with key stakeholders across customer accounts
• Monitor customer health and proactively identify risks to engagement or retention
• Support renewal outcomes through consistent value delivery and engagement
• Contribute to a high-quality, consistent customer experience across all touchpoints

4. Execution of Customer Success Frameworks & Playbooks

• Operate within QS’s global Customer Success model, applying standard frameworks, tools, and playbooks
• Execute structured processes including onboarding, success planning, health scoring, and renewal support
• Ensure consistent documentation, CRM usage, and visibility across all customers interactions
• Contribute feedback to improve playbooks and evolve Customer Success best practices

5. Cross-Functional Collaboration

• Work closely with Sales, Product, and other teams to ensure coordinated and seamless customer delivery
• Support identification of expansion opportunities through customer engagement
• Act as the voice of the customer to inform product, service, and experience improvements

6. Scalable & Insight-Led Customer Success

• Contribute to a scalable, segmented Customer Success model aligned to client needs and value
• Leverage data, insights, and customer intelligence to guide proactive engagement and prioritisation
• Support the delivery of consistent experiences across a diverse customer base

Key Tasks

• Onboard and train customers to drive adoption
• Develop and maintain customer success plans
• Monitor customer health and engagement signals
• Deliver insight-led recommendations to customers
• Lead renewal readiness through ongoing value demonstration
• Maintain accurate CRM records and account activity tracking
• Contribute to customer success content, resources, and best practices

Success Measures

• Customer adoption and engagement levels
• Retention and renewal rates
• Customer satisfaction and experience quality (e.g. CSAT/NPS)
• Evidence of customer outcomes and value realisation
• Contribution to scalable Customer Success delivery
• Consistent use of systems, processes, and playbooks

Skills & Experience

Essential

• Strong experience in Customer Success or client-facing roles


• Strong Mandarin verbal and spoken communication is mandatory


• Strong communication and relationship-building skills


• Analytical mindset with the ability to interpret and communicate insights


• Ability effectively manage and prioritise a book of customers and multiple product lines


• Experience working within structured processes or delivery frameworks


• Experience with CRM systems and customer success tools

Desirable

• Experience in SaaS, data, or insights-led environments


• Familiarity with higher education or public sector organisations


• Experience creating training or enablement content

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

• Competitive base salary  


• Access to an annual bonus scheme (for qualifying roles only) 


• 20 days annual leave, plus public holidays 


• Generous maternity and paternity leave  


• Access to an Employee Assistance Programme (EAP) and MiCare health 


• A vibrant social environment and multicultural and multinational culture 

But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation


• A focus on welfare which is led by our global wellness team, with mental health first aiders globally


• Access to a variety of diversity and inclusion initiatives and groups


• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event


• Support for volunteering and study leave 


• Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips


• Options to join our outstanding global Mentorship programme    

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive. 

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