Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses. At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators. It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

In the Customer Success Team Lead role, you will run the retention engine for Malaysia.

You will lead a team of 8 Customer Success Managers and own overall GRR and renewal performance across both managed and unmanaged merchant segments. This role is built for someone who thrives on ownership, structure, and execution discipline. You will drive high-touch renewal excellence for key accounts through strong coaching, governance, and escalation management. At the same time, you will partner cross-functionally to design and improve tech-touch retention systems that scale across the unmanaged base.

This is not a coordination role. It is an outcome role.

You are here to make retention predictable, measurable, and continuously improving.

What you will do:

Run the Retention Engine (Overall Base)

• Own weekly GRR governance: renewal pipeline review, risk identification, churn drivers, action plans, and follow-through

• Maintain visibility on retention drivers across segments (managed vs unmanaged)

• Lead structured root-cause reviews on repeat churn reasons and ensure corrective actions are implemented

• Establish a predictable retention operating rhythm, not reactive firefighting

Lead Managed Accounts Renewal Execution

• Drive renewal quality and readiness across the team

• Coach CSMs on save strategy, negotiation, expansion discovery, and urgency discipline

• Review renewal pipelines weekly to ensure coverage, clear next steps, and save plans

• Personally lead high-risk escalations and complex merchant situations

• Raise standards on BR/QBR execution and structured success planning

• Improve expansion discipline from discovery to proposal to internal coordination

Drive Unmanaged Retention Through Systems & Automation

Unmanaged retention is program-led, not relationship-led. You will partner with CX Ops, Marketing, Product, Billing, Finance, and Care to:

• Improve renewal reminder journeys and segmented engagement flows

• Strengthen dunning and failed-payment recovery programs to reduce involuntary churn

• Design reactivation programs for uncontactable merchants

• Improve segmentation by plan, tenure, usage signals, and risk triggers

• Reduce friction in billing and self-serve flows

• Run a clear measurement loop: test → measure → improve

Close the Loop with Cross-Functional Partners

• Translate churn feedback into structured action plans with owners and timelines

• Partner with Product, Care, Billing, Onboarding, and Sales to eliminate repeat issues

• Ensure fixes are tracked, implemented, and communicated internally

• Represent Customer Success in retention-related initiatives

What you will need:

Commercial Retention Expertise

• 5+ years in B2B SaaS Customer Success, Account Management, or Renewals with commercial ownership

• Strong renewal forecasting, save execution, negotiation, and churn discipline

• Experience driving both retention and expansion outcomes

• Clear examples of improving GRR or reducing churn

People Leadership

• 2+ years leading and coaching customer-facing teams

• Strong performance management and accountability discipline

• Ability to raise standards while maintaining team morale

Systems & Operational Thinking

• Experience improving retention through both:

  • High-touch execution (team-led renewals and saves)

  • Tech-touch levers (automation, segmentation, lifecycle programs, dunning)

• Comfortable working with CRM, billing systems, dashboards, and data

• Strong process mindset with the ability to build repeatable workflows

Cross-Functional Influence

• Proven ability to align stakeholders and drive execution without relying purely on authority

• Strong communication skills across commercial and operational teams

• Structured thinker who can turn feedback into action