Customer Success Manager (Malaysia)

Apply below

Kuala Lumpur, Malaysia (hybrid or remote). Full-time.

NovoPsych exists to help mental health clinicians improve their client outcomes. Behind every one of the assessments we deliver is a clinician sitting with someone who is struggling, trying to understand them well enough to help. Everything we build is in service of that moment.

Since 2012, more than 75,000 mental health professionals across Australia, North America, the UK, Europe and New Zealand have used NovoPsych’s 150+ validated assessments and NovoNote, our AI scribe and clinical writing assistant. Clinicians trust us because we are scientist-led: clinical psychologists and PhD psychometricians work alongside our engineers, and we publish our research in peer-reviewed journals.

We are growing fast and are still small enough at around 30 people that every hire shapes the company. If you want your work to change how mental health care is delivered around the world, and you move quickly, this is the place.

Make sure every clinician who uses NovoPsych gets real value from it. You’ll lead our Malaysia-based customer support specialists day to day, run proactive outreach and onboarding, and turn every customer conversation into a better experience for the next clinician.

The opportunity

Our customer team in Malaysia supports clinicians in Australia, New Zealand, the US and beyond. We’re moving from answering tickets to helping clinicians succeed before they need to ask. You’ll be the person on the ground who makes that happen, using AI and automation to serve thousands of clinicians with a small, skilled team.

What you’ll do

• Lead our Malaysia-based support specialists day to day: priorities, coaching, quality reviews and coverage across time zones.
• Run proactive outreach: contact new users who hit an error or get stuck, fix the problem, and help them get value.
• Onboard group practices and larger customers with training sessions and setup support.
• Use AI tools to draft replies, answer routine questions and keep our help content up to date.
• Track the numbers that matter: response times, resolution rates, customer satisfaction and trial-to-paid conversion.
• Spot recurring issues and bring clear evidence to the product team.
• Work closely with our Head of Customer Success to build playbooks and processes the team runs on.

You’ll thrive here if you…

• Are ambitious and want to grow into a senior customer success leader.
• Take ownership and fix problems without waiting to be asked.
• Care about clinicians and the people they serve.
• Love finding ways to automate repetitive work.

Selection criteria

• 4+ years in customer success or customer support at a SaaS company, including at least 1 year leading or coaching a team.
• Excellent written and spoken English, with a warm, professional manner.
• Experience with help-desk tools (Freshdesk, Zendesk, Intercom or similar).
• Comfort with data: you track metrics and use them to improve.
• Hands-on experience with AI tools or automation in a support setting.
• Willingness to work some hours that overlap with Australian and US customers.

Nice to have

• A degree in psychology or a health field.
• Experience supporting healthcare or clinical software customers.
• Experience running customer training or webinars.

What success looks like in 12 months

• First response under 4 business hours and resolution rates trending up.
• A proactive outreach program running for every new user who hits an error.
• Customer satisfaction held or improved while ticket volume per customer falls.
• A team that runs on clear playbooks and quality standards.

What we offer

• A leadership role in a profitable, fast-growing clinical technology company with global reach.
• A world-class research and clinical team. Meet the team.
• Competitive salary commensurate with experience.
• Hybrid or remote flexibility, with autonomy and strong support.
• A clear path to grow as the customer team expands.

How to apply

Apply using the form below, including your resume and cover letter. In your cover letter, please outline:

1. A time you turned an unhappy customer into a loyal one, and what you did.
2. A process or automation you introduced that made your team faster or better.
3. Key attributes or achievements that demonstrate your exceptional ability.