Customer Success Manager

PT. Lalu Lintas Lancar; Tangerang; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

PT. Lalu Lintas Lancar is seeking an experienced Customer Success professional to manage a portfolio of mid-market and SMB accounts in Indonesia. You will develop and execute tailored success plans, ensure adoption of multiple modules, and conduct regular business reviews with stakeholders.

The role focuses on renewals, retention, and expanding existing relationships. You will act as the customer advocate, gather feedback for the product team, and track health metrics and NPS to drive value

Qualifications

• 2+ years in customer success, account management, or customer-facing roles in SaaS.
• Proven track record growing accounts and identifying expansion opportunities.
• Strong relationship-building and communication skills (both written and verbal).
• Ability to understand technical products and customer operations/workflows.
• Project management and organizational skills managing multiple simultaneous initiatives.
• Comfort with data analysis and tracking customer health metrics.
• Fluency in Bahasa Indonesia and professional working English.

Responsibilities

• Manage portfolio of 15-20 mid-market and SMB customer accounts (10-50+ vehicle fleets).
• Develop and execute customer success plan for each account ensuring adoption and value realization.
• Conduct regular check-ins and business reviews with key stakeholders.
• Drive adoption of integrated modules beyond initial purchase.
• Identify and pursue expansion opportunities within existing accounts.
• Act as primary customer advocate internally — gather feedback for product team and raise escalations.
• Manage renewals and retention strategy ensuring high retention rate (>90%).
• Track and optimize customer health metrics and NPS scores.

Skills

Account management

SaaS

Customer success

Data analysis

NPS

English

Bahasa Indonesia

Relationship building

Job description

Manage portfolio of 15-20 mid-market and SMB customer accounts (10-50+ vehicle fleets)

Develop and execute customer success plan for each account ensuring adoption and value realization

Conduct regular check-ins and business reviews with key stakeholders

Drive adoption of integrated modules (GPS tracking, HRMS, warehouse monitoring, fleet maintenance) beyond initial purchase

Identify and pursue expansion opportunities within existing accounts

Act as primary customer advocate internally — gather feedback for product team and raise escalations

Manage renewals and retention strategy ensuring high retention rate (>90%)

Track and optimize customer health metrics and NPS scores

Requirements

2+ years in customer success, account management, or customer-facing roles in SaaS

Proven track record growing accounts and identifying expansion opportunities

Strong relationship-building and communication skills (both written and verbal)

Ability to understand technical products and customer operations/workflows

Project management and organizational skills managing multiple simultaneous initiatives

Comfort with data analysis and tracking customer health metrics

Fluency in Bahasa Indonesia and professional working English

Nice to Have

Fleet management, logistics, or supply chain software experience

Background in B2B SaaS customer success at mid-market level

Experience with multiple customer success tools and platforms

Knowledge of Indonesian logistics and transportation industry

Experience managing customer advisory boards or user groups

What We Offer

Competitive salary plus performance bonus based on retention/expansion

Clear path to Senior CSM or Head of Customer Success roles

Autonomy in managing customer relationships and success strategies

Direct influence on product direction and feature prioritization

Professional development budget for certifications and learning