Client Experience & Retention Leader

Gratyo Global Awards Winning Practical Business Coaching Company; Kebayoran Baru; On-site; IDR 167,400,000 - 279,000,000; Full time

Benefits offered by this job

Monthly Variable Bonus

Quarterly Team Celebration

BPJS

Job summary

Gratyo Global Awards Winning Practical Business Coaching Company in Jakarta seeks a seasoned Customer Experience Manager to own the client journey from onboarding to retention, coordinating with coaches and internal teams to deliver exceptional service.

The role requires 5+ years in Client Success/Operations, experience with high-profile clients, and the ability to develop strategies, improve processes, and contribute to revenue through relationship-driven growth.

Qualifications

• Bachelor’s degree with 5+ years in Client Success/Operations roles at national-scale firms.
• Experience in healthcare education or SaaS sectors preferred.
• Experience working directly with business owners or high-profile clients.

Responsibilities

• Manage client journey and retention across sessions.
• Oversee scheduling between coaches and clients with minimal friction.
• Develop and maintain SOPs for client management workflows.
• Identify bottlenecks and propose system improvements.
• Analyze attendance and retention data to drive decisions.
• Contribute to revenue through relationship-driven growth.

Skills

Client relationships

Strategy development

Team leadership

Operations management

Education

Bachelor's degree

Tools

CRM software

Job description

Gratyo Global Awards Winning Practical Business Coaching Company in Jakarta seeks a seasoned Customer Experience Manager to own the client journey from onboarding to retention, coordinating with coaches and internal teams to deliver exceptional service.

The role requires 5+ years in Client Success/Operations, experience with high-profile clients, and the ability to develop strategies, improve processes, and contribute to revenue through relationship-driven growth.