Customer Success Manager

Staffany Pte Ltd; Jakarta Pusat; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

StaffAny seeks a Customer Success Manager based in Jakarta to ensure clients achieve value, adoption and renewal while driving retention and account expansion.

You will own onboarding and training, monitor usage and health, and coordinate with Support, Product and Engineering to restore path to success. Fluent English and Bahasa Indonesia are essential, with onsite meetings expected.

Qualifications

• 2+ years in Customer Success driving onboarding, adoption and renewals in a B2B SaaS environment.
• Excellent written and spoken English and Bahasa Indonesia.
• Based in Jakarta and able to attend onsite customer meetings.
• Strong ownership, accountability and ability to follow through with customers and internal teams.
• Diplomacy, empathy and problem solving skills for tough customer issues.
• Interest in contributing to product discovery and research.
• Bonus: HR/Payroll/HRIS background and understanding of Indonesian payroll regs (PPh 21, BPJS, Coretax).
• Bonus: Excel proficiency and comfort with AI tools to investigate problems and improve workflows.

Responsibilities

• Own customer success across the entire lifecycle, driving onboarding, adoption, growth and renewal.
• Onboard customers with success plans, deliver training and drive adoption including group trainings.
• Own escalations and coordinate with Support, Product and Engineering to restore success and close the loop.
• Track product usage and health, identify churn risks early and drive renewals.
• Collaborate across Sales, Product, Engineering and Support to set customers up for success.
• Act as the voice of customers (VOC) and communicate needs across teams.
• Document customer interactions and success stories for reference.

Skills

Onboarding experience

Adoption and renewals

Customer relationship management

English proficiency

Bahasa Indonesia proficiency

Ownership & accountability

Tools

Excel

Job description

StaffAny’s mission is to shape and empower the future of work. As the Customer Success Manager, you ensure that our clients achieve product value and customer satisfaction, directly contributing to customer retention and account expansion.

This role places a strong emphasis on product success alongside customer relationship management. You will be involved throughout the customer lifecycle, from onboarding and adoption to renewal.

A huge part of the role also includes being the voice of the customer, collecting, analyzing and presenting customer feedback to steer product direction and improve user experience. If you are someone who is able to continually drive business value to people around you, apply to join our rocketship.

You Are

• 2+ years of experience in Customer Success, driving onboarding, adoption and renewals, ideally in a B2B SaaS environment
• Highly proficient in written and spoken English and Bahasa Indonesia
• Based in Jakarta and able to attend onsite customer meetings
• Strong ownership and accountability, able to follow through on commitments and close the loop with customers and internal teams
• Ability to demonstrate diplomacy, empathy, and problem solving skills while working through tough customer issues
• Interested in contributing to product discovery and research
• Bonus if you have an HR, Payroll, or HRIS background, and have an understanding of Indonesian payroll regulations, including PPh 21, BPJS and Coretax
• Bonus if you have Excel proficiency and are comfortable using technology and AI tools to investigate problems, analyse data and improve workflows

You Will Find Yourself

• Own customer success across the entire lifecycle, driving successful onboarding, adoption, growth and renewal.
• Onboard customers by agreeing on success plans, delivering training and driving adoption, including group training where appropriate.
• Own customer escalations and coordinate with Support, Product and Engineering to restore customers’ path to success, following through and closing the loop.
• Track product usage and customer health, identify churn risks early, and drive recovery plans and successful renewals.
• Collaborate across Sales, Product, Engineering and Support to set customers up for success.
• Act as the voice of our customers (VOC), conveying needs and issues internally across departments
• Document customer interactions and success stories, and make them referenceable.

How Your Success Is Being Measured

• % of assigned customers successfully onboarded within 3 months
• % of assigned customers maintaining healthy account status
• % of assigned customers successfully renewed

The Offer

• Growth opportunities within a 12-24 month window
• Be part of a fast-paced growth environment and work together with a passionate and driven bunch of do-ers