Customer Experience Program Manager

Location: Kuala Lumpur, Malaysia

Team: Customer Experience (CX)

Role: CX Program Manager

Mode: Full-time role

Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry-leading clients.

Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!

We’re looking for a Customer Experience Program Manager to turn customer insights into action — designing and executing initiatives that help customers stay longer, use more, and spend more.

This is a hands-on role for someone who can move quickly from data to execution. You’ll work with team members and external partners to identify retention and growth opportunities, develop structured campaigns, and measure their impact.

The ideal candidate is data-driven, highly organized, and thrives in a fast-paced SaaS environment.

• Analyze customer segments and trends to uncover opportunities for retention and expansion.
• Translate insights into actionable projects that drive adoption, engagement, and retention.
• Design and execute retention or growth campaigns with clear goals, and timelines.
• Collaborate with cross-functional teams and external partners to ensure alignment, visibility, and smooth execution.
• Engage with customers — gather feedback, and facilitate group tests to uncover deeper insights and opportunities.
• Leverage automation and dashboards to make progress and impact visible.
• Track project results and report measurable business outcomes — NRR, churn reduction, faster adoption.
• Continuously refine processes and scale what works.

• Proven experience running customer retention, or adoption (preferably in SaaS).
• Strong project management and coordination skills.
• Ability to read and act on customer data (Excel, dashboards, or similar).
• Proficiency with no-code tools such as Zapier, HubSpot, or Notion.
• Highly self-sufficient — able to identify opportunities, problems, or needs and execute effectively once goals are set.
• Understand API integration, N8N, project management - good to have
• Familiarity with retention metrics like NRR, churn rate, or expansion revenue.
• Experience working in fast-paced, cross-functional teams.
• Uses AI or automation tools to improve productivity.
• Excellent communication skills in English with the ability to explain complex ideas clearly.
• Nimble and agile team player who thrives in a fast-paced startup environment.

• You will become part of an amazing culture with smart teammates who actually care
• You will grow more here than you would anywhere else, that is a promise
• Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it!
• Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
• You'll get to experience a very competitive compensation
• You'll be covered exclusively on one of the highest medical and dental insurance especially for you
• Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.
• Flexible working environment and working hours