Customer Experience Manager

Tap Growth ai; Jakarta Pusat; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

Tap Growth ai is seeking a Customer Experience Manager (CXM) to lead post-sale value realization for enterprise clients. You will partner across Sales, Subscription Account Management, Support, Engineering, Product, and partners to drive measurable outcomes.

You will translate technology capabilities into business impact, manage Success Plans, and coordinate cross-functional teams to resolve adoption blockers, monitor health, and surface expansion opportunities.

Qualifications

• 5–8+ years of experience in Customer Success, Customer Experience, Account Management, TAM, Professional Services, or a similar customer-facing role.
• Experience managing enterprise technology customers.
• Strong stakeholder management, communication, and presentation skills.
• Ability to translate technology capabilities into business outcomes.
• Strong project coordination and problem-solving skills.
• Experience working cross-functionally with Sales, Technical, Support, and product teams.
• Professional proficiency in English and Bahasa Indonesia.

Responsibilities

• Own relationships with assigned enterprise customers and understand their business objectives.
• Develop and manage customer Success Plans and measurable outcomes.
• Drive product adoption and identify gaps between purchased and utilized capabilities.
• Coordinate internal teams to resolve customer issues and remove adoption blockers.
• Monitor customer health, identify risks, and develop mitigation plans.
• Track and communicate customer value realization and business outcomes.
• Support renewal readiness by ensuring customers have demonstrated value.
• Identify and surface expansion opportunities to Sales.

Skills

Stakeholder management

Communication skills

Presentation skills

Cross-functional collaboration

Problem-solving

English and Bahasa Indonesia

Customer success mindset

Job description

Customer Experience Manager (CXM)

Role Summary

The Customer Experience Manager (CXM) is responsible for helping enterprise customers achieve measurable value from their technology investments post-sale. The CXM acts as the primary customer partner, coordinating across Sales, Subscription Account Management, Support, Engineering, Product, and partners.

Key Responsibilities

• Own relationships with assigned enterprise customers and understand their business objectives.
• Develop and manage customer Success Plans and measurable outcomes.
• Drive product adoption and identify gaps between purchased and utilized capabilities.
• Coordinate internal teams to resolve customer issues and remove adoption blockers.
• Monitor customer health, identify risks, and develop mitigation plans.
• Track and communicate customer value realization and business outcomes.
• Support renewal readiness by ensuring customers have demonstrated value.
• Identify and surface expansion opportunities to Sales.

Requirements

• 5–8+ years of experience in Customer Success, Customer Experience, Account Management, TAM, Professional Services, or a similar customer-facing role.
• Experience managing enterprise technology customers.
• Strong stakeholder management, communication, and presentation skills.
• Ability to translate technology capabilities into business outcomes.
• Strong project coordination and problem-solving skills.
• Experience working cross-functionally with Sales, Technical, Support, and product teams.
• Professional proficiency in English and Bahasa Indonesia.

Preferred Background

Experience in SaaS, cloud, enterprise software, IT infrastructure, data center, or technology services is preferred.