Customer Success Executive

About the role

As a Customer Success Executive at ISI Markets, you will build trusted relationships with clients, ensuring smooth onboarding and ongoing value delivery. You will act as the voice of the customer within the organization, driving retention, growth, and strategic upsell opportunities.

Key responsibilities

• Build trusted relationships with customers and help retain and grow their business.
• Ensure smooth onboarding of clients and maintain proactive, regular interaction.
• Leverage understanding of customers’ strategies and goals to make each engagement valuable.
• Advocate for customer needs within ISI Markets, acting as the true voice of the customer.
• Facilitate quick resolutions to client issues to minimize escalations.
• Identify and develop champion users and new opportunities within selected accounts.
• Coordinate bespoke client support with internal resources to fit ISI Markets’ offering into customer workflows.
• Drive upsells and price increases through jointly created success plans.
• Navigate and demo the UI, demonstrate deep knowledge of data and offerings, and soft‑sell products.
• Conduct proactive outreach to identify usage trends and report findings.
• Maintain high‑quality training and information documents for client use.
• Monitor product usage and provide health‑check assessments to Account Managers.
• Gather market feedback and collaborate with product teams on roadmap enhancements.

Required profile

• Ability to communicate effectively in Thai and Bahasa Indonesia (advantage).
• Client‑centric, empathetic, and excellent communication/presentation skills.
• Organized, literate, and passionate about client success.
• Direct financial services client‑facing experience or economic studies background.
• Analytical and process‑oriented mindset.
• Understanding of pre‑ and post‑sales principles and processes.
• Strategic thinker focused on customer satisfaction and long‑term retention.

Required skills

• Proficiency with CRM software.
• Experience using data analytics tools.