Enterprise Customer Success Manager
Drives onboarding, adoption, retention, and expansion for strategic enterprise customers in Indonesia. The role requires 3+ years in customer success or account management, B2B technology or SaaS experience, and strong communication with technical and executive stakeholders.
About the job
Responsibilities
- Partner with Enterprise Account Executive and Solution Engineering teams to onboard, train, and proactively drive adoption with enterprise customers in Indonesia.
- Build customer relationships to achieve loyalty and advocacy.
- Collaborate with sales, support, enablement, product, finance, and legal teams.
- Own and project-manage onboarding for new customers.
- Serve as a trusted advisor and develop plans aligned with customers’ business goals.
- Monitor and analyze usage trends to uncover renewal risks and identify contract growth or optimization opportunities.
- Align customers’ technical and business objectives with observability and security platform offerings.
- Travel for customer onsite visits and events as required.
Requirements
- 3+ years of experience in Customer Success or Account Management.
- Experience managing a broad portfolio of accounts, including large enterprise corporate accounts.
- Experience working with Fortune 1000 companies and global brands.
- Strong communication skills, exceptional attention to detail, and the ability to tailor communication to CTOs, VPs of Engineering, and DevOps professionals.
- Experience in the B2B technology or SaaS space.
- Fluent written and spoken English.
- Proficiency in Bahasa Indonesia is valuable.
Benefits
- Best-in-breed onboarding.
- Generous global benefits.
- Intra-departmental mentor and buddy program.
- New-hire stock equity (RSUs) and employee stock purchase plan (ESPP).
- Continuous professional development, product training, and career pathing.
- Inclusive company culture with Community Guilds and Inclusion Talks.
Skills
Customer Success, Account Management, SaaS, Observability, Security Platforms, Usage Analytics, Onboarding, Project Management, Enterprise Account Management, DevOps, Bahasa Indonesia
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