Customer Success Manager — Drive Adoption & Growth

Francisco Partners; Indonesia; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

8x8 Jakarta is seeking a Customer Success Manager to proactively manage relationships, mitigate risk, and expand product adoption within a defined book of business. You will be the trusted advisor, driving successful post-sale outcomes and collaborating with cross-functional teams to deliver measurable ROI.

You will lead quarterly business reviews, monitor health metrics, and identify opportunities for expansion while ensuring customer delight in a fast-paced environment.

Qualifications

• Proven experience with SaaS products and customer success.
• Direct engagement with enterprise customers and executives.
• Track record of exceeding customer satisfaction goals.
• Analytical mindset with ability to connect data to actions.
• Excellent written and verbal communication across levels.

Responsibilities

• Own the post-sale customer relationship from go-live onwards.
• Own the Customer Success Plan for each account with KPIs and milestones.
• Own the value realisation narrative for renewals and ROI.
• Monitor platform usage data and drive adoption plays.
• Run monthly or quarterly business reviews for value delivery.
• Develop multi-threaded relationships and act as trusted advisor.
• Analyze health metrics and lead retention/adoption plays.
• Identify upsell opportunities and address renewal risk.
• Represent the voice of the customer cross-functionally.

Skills

SaaS experience

C-level engagement

Strong communication

Customer relationships

Data-driven

Education

BS or equivalent

Tools

AI-enabled tools

Video platforms

Web collaboration

Job description

8x8 Jakarta is seeking a Customer Success Manager to proactively manage relationships, mitigate risk, and expand product adoption within a defined book of business. You will be the trusted advisor, driving successful post-sale outcomes and collaborating with cross-functional teams to deliver measurable ROI.

You will lead quarterly business reviews, monitor health metrics, and identify opportunities for expansion while ensuring customer delight in a fast-paced environment.