Customer Success Account Manager

LittleLives Inc; Jakarta Pusat; On-site; IDR 279,000,000 - 446,400,000; Full time

Benefits offered by this job

Phone allowance

Health Insurance

Birthday leave

15 days annual leave

MacBook provided

Yearly performance bonus

Flexible working mode

Job summary

LittleLives Inc in Jakarta is seeking a proactive Customer Success Account Manager to manage a portfolio of school customers, mainly for the Singapore market, with a hybrid work arrangement. You will lead onboarding, training, product adoption, renewals, and upsell opportunities, coordinating with regional teams across Singapore, Vietnam, Indonesia, Thailand, and Malaysia.

This role offers regional exposure, travel to Singapore when required, and opportunities to grow in SaaS product knowledge

Qualifications

• Experience in Customer Success or Account Management in SaaS or EdTech.
• Strong client-facing communication and problem-solving.
• Willing to travel to Singapore when required.
• Proactive, organised with the ability to manage multiple priorities.
• Experience with regional accounts is a plus.

Responsibilities

• Manage a portfolio of school customers and build strong relationships.
• Conduct online and onsite onboarding, training, and product walkthroughs.
• Travel to Singapore for on-site training and meetings when needed.
• Drive product adoption and renewals, identify upsell opportunities.
• Collaborate with regional teams across SEA.
• Prepare updates, reports, and training materials.
• Collect feedback to improve customer experience.
• Handle multiple priorities in a fast-paced environment.

Skills

Customer Success

Account Management

SaaS

EdTech

CRM tools

English communication

Travel readiness

Tools

HubSpot

Freshdesk

Salesforce

Zoho CRM

Job description

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Vietnam, Malaysia, and Indonesia. With more than 1700 schools as customers, our mission is to revolutionize early childhood education through technology and provide innovative solutions to our customers. With a team of 60 talented individuals, we are committed to transforming the way education is delivered in the Southeast Asian region and beyond.

About the Position

Title:Customer Success Account ManagerWorking Arrangement:HybridDepartment:Customer Success (Angels)Reports to:Head of Customer Success (Singapore)

As the Angel - Customer Success Account Manager, you will manage a portfolio of school customers, mainly for the Singapore market. You will support customers throughout their journey with LittleLives, from onboarding and training to product adoption, renewals, account growth, and ongoing customer success.

You will be the primary customer-facing representative for LittleLives. Your insights and relationships with customers will help them realise the full value of our platform, enabling them to succeed and love LittleLives as much as we do!

This role offers opportunities to grow your customer management, SaaS product knowledge, training, and regional account management experience while working closely with customers and internal teams across Southeast Asia.

What You Will Be Doing

• Manage and build strong relationships with school customers, mainly for the Singapore market.
• Conduct online and onsite training, onboarding sessions, and product walkthroughs.
• Travel to Singapore for onsite training, meetings, or project discussions when required.
• Drive product adoption and help customers use LittleLives effectively in their daily operations.
• Follow up on customer requests, issues, renewals, upsell opportunities, and account matters.
• Work closely with regional teams across Singapore, Vietnam, Indonesia, Thailand, and Malaysia.
• Handle customer concerns professionally with good judgement and problem-solving skills.
• Prepare customer updates, reports, training materials, and user guides when needed.
• Gather customer feedback and share insights with internal teams to improve the customer experience.
• Manage multiple priorities including onboarding, training, renewals, upsells, and support follow-ups.

What We Are Looking For

• Experience in Customer Success, Account Management, Client Servicing, Sales, or other customer-facing roles. Prior experience in SaaS or EdTech is an advantage.
• Experience communicating directly with clients and managing customer relationships.
• Customer-first mindset with the ability to understand customer needs, manage expectations, and build trust.
• Tech-savvy and comfortable learning new systems and product workflows.
• Strong can-do attitude, willingness to learn, and sense of ownership.
• Good problem-solving skills, judgement, and ability to make sound decisions.
• Strong communication, presentation, and follow-up skills.
• Able to multitask, stay organised, and manage different responsibilities in a fast-paced environment where priorities may change.
• Able to work independently and collaborate with regional teams across different countries.
• Familiarity with CRM or support tools such as HubSpot, Freshdesk, Salesforce, or Zoho CRM is an advantage.
• Strong verbal and written communication skills in English.
• Ability to conduct training in Chinese is preferred.
• Willingness to travel to Singapore when required.

Interview Process

1. 1st - HR Screening
2. 2nd - Role Challenge
3. 3rd - Interview - Product Test

Compensation and Benefits

• Competitive Salary (plus phone allowance)
• 15 days of annual leave and 1 birthday leave per year
• Health Insurance
• Yearly performance bonus
• Flexible working mode (hybrid/remote)
• Work equipment with MacBook provided

Location

Gedung Ariobimo Sentral Lt. 8 (BLCK71), Jl. H. R. Rasuna Said, Blok X-2 Kav. 5, South Jakarta