Customer Success Manager

Bitbybit; Jakarta Pusat; On-site; IDR 90,000,000 - 150,000,000; Full time

Benefits offered by this job

Conversational AI

WhatsApp Business

Startup experience

CS certification

Data analytics focus

Training programs

Job summary

Bitbybit seeks a proactive Customer Success professional in Jakarta to manage 30–50 key accounts, drive product adoption, and maximize ROI for our AI-powered platform. You will conduct reviews, plan success initiatives, and identify expansion opportunities while collaborating with sales and product teams to ensure onboarding success and customer satisfaction.

The role requires 2+ years in customer success or account management within B2B SaaS, strong data analytics, and excellence in

Qualifications

• 2+ years of customer success or account management experience.
• Experience with B2B SaaS platforms and enterprise customers.
• Strong analytical skills with data interpretation and insights.
• Excellent communication, presentation, and relationship-building abilities.
• Experience with CRM tools (HubSpot, Salesforce) and customer analytics.
• Fluency in English and Bahasa Indonesia.
• Passion for helping customers succeed and solving complex problems.

Responsibilities

• Manage relationships with 30–50 key customers and help them achieve business goals.
• Drive product adoption, feature utilization, and maximize customer ROI.
• Conduct regular business reviews, success planning sessions, and quarterly check-ins.
• Identify upselling and expansion opportunities to grow account revenue.
• Relay customer feedback to product and influence roadmaps.
• Create and deliver customer training programs and best practices.

Skills

Customer success

Account management

B2B SaaS

Data analytics

CRM tools

English & Bahasa Indonesia

Tools

HubSpot

Salesforce

Analytics platforms

Job description

Lead customer relationships for our growing AI platform. You'll help brands maximize their WhatsApp commerce potential, drive measurable business outcomes, and ensure customer satisfaction across our expanding client base.

Key Responsibilities.

• Manage relationships with 30–50 key customers, ensuring they achieve business goals
• Drive product adoption, feature utilization, and maximize customer ROI
• Conduct regular business reviews, success planning sessions, and quarterly check-ins
• Identify upselling and expansion opportunities to grow account revenue
• Collaborate with product team to relay customer feedback and influence roadmap
• Create and deliver customer training programs and best practice sessions
• Monitor customer health scores and proactively address churn risks
• Work with sales team to ensure smooth onboarding of new customers

Requirements.

• 2+ years of customer success, account management, or client relationship experience
• Experience with B2B SaaS platforms and enterprise customer management
• Strong analytical skills with ability to interpret data and create insights
• Excellent communication, presentation, and relationship-building skills
• Experience with CRM tools (HubSpot, Salesforce) and customer analytics platforms
• Fluency in English and Bahasa Indonesia
• Passion for helping customers succeed and solving complex problems

Nice to have.

• Experience with conversational AI, WhatsApp Business, or e-commerce platforms
• Previous experience in a high-growth startup environment
• Customer Success certification or relevant professional development
• Technical background or strong aptitude for learning complex products
• Customer Success
• Account Management
• SaaS
• Data Analytics
• CRM
• Training

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