Customer Growth Manager

Salary: RM 10,000 – RM 12,000 per month

Key Responsibilities

• Own the pod's profit and loss, customer health and portfolio growth: net revenue retention, expansion identification, renewal outcomes and adoption across every customer in the pod.

• Run the pod as a business: a growth plan per customer, a portfolio dashboard (recurring revenue, adoption, expansion pipeline, renewal risk, margin, relationships, customer health), and a monthly portfolio business review presented like a general manager.

• Lead expansion discovery and development: spot the whitespace, build the value case with the pod's insight, then hand qualification and close to the Sales Account Manager — shared success, split accountability.

• Own enhancements and recurring growth directly: change requests, additional users and capacity, services and upgrades are the pod's own growth engine — keep quotations moving so customer budget is never left on the table.

• Own renewals and retention for pod customers, pulling Sales in where commercial negotiation is needed.

• Lead and staff the pod — Customer Growth Leads, the Lead Developer and the shared developer allocation; develop successors deliberately.

• Own senior customer relationships and escalations within defined triggers and guardrails.

• Coordinate the pod's anchor support: assigned Subject-Matter Experts, Sales Account Manager and Tech Lead.

• Own project-to-pod absorption when a customer's project ends and part of the project team moves in — including the adoption plan and expansion openings the project uncovered.

• Feed the platform: turn repeated customer signals into product insights and repeatable plays that compound across pods.

Skills, Competencies and Behaviours

• Portfolio-as-a-business management: recurring-revenue economics, margin, renewal and expansion mechanics — the seat is reviewed like a general manager, not a support manager.

• Customer relationship management at senior stakeholder level, including difficult commercial conversations.

• Multi-stream operational management — support service levels, change requests and small projects running concurrently.

• People leadership of a mixed pod (leads plus developers) with coaching habits — leading T-shaped owners, which means guidance and priorities, not task direction.

• Enough technical and product fluency to hold credible delivery conversations — like everyone in the pod, the Customer Growth Manager retains developer capability.

Success Measures

• Pod profit and loss: revenue, margin, utilisation.

• Net revenue retention and portfolio growth: expansion revenue identified and converted, enhancement revenue delivered, renewals protected.

• Customer health: retention (zero surprise churn), sentiment, adoption trend, escalation frequency and resolution.

• Service-level performance for High-Support commitments; ticket-aging discipline.

• Pod people health: Customer Growth Lead succession, developer engagement, growth plays codified and reused.

All JurisTech roles are screened for three behaviours, beyond craft skill:

• Influence — moves a customer's or colleague's thinking without formal authority.

• Feedback — gives and takes feedback directly, and acts on it.

• Probing — keeps asking until the real requirement surfaces; questions a request until the assumption behind it collapses before proposing a solution.