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Customer Experience ManagerOne People Team · Greater Kuala Lumpur
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One People Team

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Customer Experience Manager

🗓️ Posted 2026-09-07 Greater Kuala Lumpur Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market RM6,000–RM10,000/mo

About the Company

Partnering CEOs and Founders to turn people performance into business results. Business wins when it becomes everybody's business. At One People Team, we partner with visionary founders, CEOs, and HR leaders to unlock alignment, ownership, and collective drive so that growth does not rest on a few shoulders, but accelerates because everyone pulls in the same direction. Our work is anchored in two pillars: OPT Advisory We act as your fractional HR partner, blending mentorship with execution. From HR mentorship for founders and HR leaders to company-wide Pulse assessments and high-impact projects, we design and implement people strategies that directly fuel business growth. Our role is to move HR out of the compliance corner and into the heart of business performance. OPT Academy We equip leaders and managers with the tools, confidence, and clarity to lead effectively. Through practical workshops, coaching, and team interventions, we help leaders align their people with business priorities, build high-performing teams, and create cultures where ownership and accountability are the norm. Our belief is simple: strategy succeeds when leaders make it everyone's business. By combining business focus with people alignment, we help organisations turn ambition into sustained results. Human Resources Services Specialties: team building, Human Resources, Leadership, Coaching, Employee Engagement, Talent, Recruitment, Team Bonding, Leadership Development, Talent Management, Onboarding, Talent Acquisition, Talent Attraction, People Operations, Great Place to Work, Performance Management, People, HR, Workplace Culture, Culture, people business, Communication Rituals, Genuine Empathy & Care, Positive Culture

About the Role

One People Team (OPT) is an HR advisory and leadership development company that partners closely with founders and leadership teams across Southeast Asia to help them build high-performing teams, strengthen people practices, and support business growth. As part of our fractional HR advisory work, we're supporting Courtsite in finding a Customer Experience (CX) Manager to build the CX organisation that scales with the business. Working closely with Courtsite's Head of GTM, you'll lead both Customer Support and Customer Success with a clear mandate: keep daily operations excellent, make Partner Centres more successful, drive product adoption and improve retention. This isn't a traditional support management role. You'll be the anchor of the CX function, bringing together people, performance, systems and strategy to build a CX organisation that is high-performing, data-driven and built for scale. Why This Role Matters To Us As Courtsite grows, the CX function needs to grow with it. Beyond providing great day-to-day support, the team needs to help Partner Centres get more value from Courtsite, identify risks and opportunities earlier, and build stronger customer relationships throughout the lifecycle. This role will shape how Customer Support and Customer Success work together, while building the systems, processes and operating rhythm needed to support Courtsite's next stage of growth.

Responsibilities

  • ● Set the standards, OKRs and operating rhythm for a proactive, performance-driven Customer Success team with clear ownership of Partner Success.
  • ● Drive measurable improvements across Partner Success, product adoption and retention throughout the customer lifecycle.
  • ● Build customer health, segmentation and intervention frameworks to identify risks and opportunities early.
  • ● Lead the Customer Support and Customer Success teams and build the operating model for Courtsite's next stage of growth.
  • ● Create scalable processes, SLAs, playbooks, workflows and automation.
  • ● Design service scope and support models that optimise cost-to-serve while maintaining a great customer experience.
  • ● Identify which areas Partner Centres are under-utilising Courtsite and turn those gaps into adoption initiatives.
  • ● Build repeatable adoption and Partner Success initiatives, using customer feedback and data to continuously improve the customer journey.
  • ● Drive targeted retention initiatives based on customer data and insights.
  • ● Work closely with Revenue, Product and Strategy to align CX with company priorities.
  • ● Bring the voice of the customer into product and business decisions, turning insights into product, adoption and retention initiatives.
  • ● Build a strong feedback loop between Support, Customer Success and the wider business.
  • ● 5+ years of experience in customer-facing functions, ideally across Customer Experience, Customer Success, Customer Support or Operations.
  • ● Experience in SaaS, technology or e-commerce, preferably within a fast-scaling environment.
  • ● Proven experience leading teams and building customer operations that scale.
  • ● Strong track record of improving Partner Success, product adoption, retention and customer outcomes.
  • ● Hands-on experience with CRM systems, with service CRM experience being a strong plus.
  • ● Strong people leadership, project management and cross-functional skills, with a data-driven approach and the confidence to coach, challenge and hold teams accountable.
  • ● A Customer Support function that scales effectively as Courtsite grows.
  • ● A Customer Success team with clear ownership, standards and performance expectations.
  • ● Stronger Partner Success, product adoption and retention.
  • ● Better systems, processes and use of customer data to identify and act on risks and opportunities.
  • ● Stronger teams and growing customers, supported by a CX organisation built for Courtsite's next stage of growth.