Customer Success Manager (CSM)

iSeller; Balikpapan; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading technology firm in Indonesia is seeking a Customer Success Manager to manage customer accounts and ensure satisfaction and retention. This role requires expertise in handling SME to mid-level customers and familiarity with CRM systems in a SaaS environment. The ideal candidate will have 2-4 years of experience and strong communication skills to build relationships. This position offers a dynamic work environment and opportunities for professional growth.

Qualifications

• Minimum 2–4 years of experience in Customer Success, Account Management, or related roles.
• Experience handling SME to mid-level customers, preferably in SaaS or technology environments.
• Ability to work collaboratively with cross-functional teams.

Responsibilities

• Manage assigned customer accounts and act as the main point of contact for customer needs.
• Ensure onboarding processes are executed smoothly and in accordance with established SOPs.
• Monitor customer usage, satisfaction, and health indicators.

Skills

Strong communication and interpersonal skills

Customer-oriented mindset

Problem-solving skills

Time management

Organizational skills

Education

Bachelor’s degree in Business, Marketing, or a related field

Tools

CRM systems

Job description

Position

Customer Success Manager (Officer / Mid Level)

Department

Operations – Customer Success

Job Description

The Customer Success Manager (CSM) is responsible for managing and maintaining customer relationships to ensure customer satisfaction, retention, and product adoption. This role focuses on executing onboarding, customer handling, and ongoing customer engagement activities in accordance with company standards and SOPs, while collaborating closely with internal teams to deliver the best customer experience.

Key Responsibilities

• Manage assigned customer accounts and act as the main point of contact for day-to-day customer needs.
• Ensure onboarding processes are executed smoothly and in accordance with established SOPs.
• Monitor customer usage, satisfaction, and health indicators to support retention and renewal targets.
• Handle customer inquiries, issues, and escalations in a timely and professional manner.
• Conduct regular check-ins with customers to understand their needs, challenges, and product usage.
• Coordinate with Product, Technical, and Commercial teams to ensure customer feedback and issues are followed up effectively.
• Identify opportunities for upselling and renewal in collaboration with the Commercial team.
• Maintain accurate customer data, activities, and reports using CRM tools.
• Prepare regular reports related to customer performance, satisfaction, and ongoing issues.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum 2–4 years of experience in Customer Success, Account Management, or related roles.
• Experience handling SME to mid-level customers, preferably in SaaS or technology environments.
• Familiarity with CRM systems and customer performance tracking tools.
• Strong communication and interpersonal skills with the ability to build long-term customer relationships.
• Good time management and organizational skills to handle multiple accounts simultaneously.
• Customer-oriented mindset with strong problem-solving skills.
• Ability to work collaboratively with cross-functional teams.