Customer Experience Manager (CXM)

GECO Asia Pte Ltd; Jakarta Utara; On-site; IDR 320,000,000 - 520,000,000; Full time

Job summary

GECO Asia Pte Ltd is seeking a Customer Experience Manager to ensure enterprise customers realize value from our technology post-sale. You will partner with Sales, Subscription Account Management, Support, Engineering, Product, and partners to drive measurable outcomes across the customer lifecycle.

You will own relationships with enterprise clients, develop Success Plans, monitor health, mitigate risks, and coordinate cross-functionally to resolve blockers.

Qualifications

• 5–8+ years of experience in Customer Success, Customer Experience, Account Management, TAM, Professional Services, or a similar customer-facing role.

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

Enterprise customer experience

Stakeholder management

Cross-functional coordination

English proficiency

Bahasa Indonesia proficiency

Presentation skills

Job description

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.

About you

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.