Customer Success Manager (Enterprise SaaS)

Michael Page; Jakarta Pusat; On-site; IDR 500,000,000 - 900,000,000; Full time

Benefits offered by this job

Permanent employment contract.

EOR arrangement.

Job summary

Michael Page is seeking a high-caliber Customer Success Manager for its rapidly scaling international B2B SaaS client expanding in Indonesia. You will own strategic accounts, drive onboarding, adoption, and retention, and collaborate with Sales, Product and Support to maximize value.

The role requires 3-8+ years in CS/Account Management or related fields, fluent in English and Bahasa Indonesia, and the ability to manage multiple enterprise stakeholders in a fast-growing, regional environment.

Qualifications

• 3-8+ years of experience in Customer Success, Account Management, or related fields.
• Proven track record managing and growing B2B customer relationships.
• Experience supporting medium-to-large enterprise accounts.

Responsibilities

• Serve as the primary point of contact for strategic customer accounts.
• Drive onboarding, adoption, engagement, and long-term retention.
• Consult customers on workflow optimization and digital transformation initiatives.
• Build trusted relationships across executive, operational, and technical stakeholders.
• Identify risks and develop action plans to improve customer health.
• Deliver business reviews and value-based discussions tied to objectives.
• Partner cross-functionally with Sales, Product, and Support teams to ensure success.
• Surface expansion opportunities based on evolving needs and platform usage.
• Advocate for customer feedback and influence future product development.

Skills

Customer Success

Account Management

Enterprise SaaS

Solution Consulting

Implementation Consulting

Business Transformation

Job description

• Work closely with regional leadership and global stakeholders

• Global SaaS company; project management product
• Work closely with regional leadership and global stakeholders

About Our Client

Our client is a rapidly scaling international B2B SaaS company that is transforming how operational and field-based industries manage projects, collaboration, and productivity. Following strong global expansion across multiple markets, the company is investing heavily in Indonesia and is seeking a high-caliber Customer Success Manager to help drive customer outcomes, adoption, and retention.

Job Description

Key Responsibilities

• Serve as the primary point of contact for strategic customer accounts.
• Drive customer onboarding, adoption, engagement, and long-term retention.
• Consult customers on workflow optimization and digital transformation initiatives.
• Build trusted relationships across executive, operational, and technical stakeholders.
• Identify risks proactively and develop action plans to improve customer health.
• Deliver business reviews and value-based discussions tied to customer objectives.
• Partner cross-functionally with Sales, Product, and Support teams to ensure customer success.
• Surface expansion opportunities based on evolving customer needs and platform utilization.
• Advocate for customer feedback and influence future product development.

The Successful Applicant

Experience

• 3-8+ years of experience in one or more of the following:
  • Customer Success
  • Account Management
  • Enterprise SaaS
  • Solution Consulting
  • Implementation Consulting
  • Business Transformation

Customer Management

• Proven track record managing and growing B2B customer relationships.
• Experience supporting medium-to-large enterprise accounts.
• Strong ability to engage multiple stakeholders simultaneously.

Business Acumen

• Ability to translate customer challenges into measurable business outcomes.
• Experience conducting discovery sessions, business reviews, and value realization discussions.
• Strong problem-solving and consultative capabilities.

Communication

• Excellent communication and presentation skills.
• Ability to influence both business and technical audiences.
• Fluent English and Bahasa Indonesia.

Execution

• Highly organized with the ability to manage multiple implementations and customer priorities simultaneously.
• Comfortable working in fast-paced, high-growth environments.

Preferred / Good-to-Have Qualifications

• Experience within construction, manufacturing, logistics, infrastructure, or other operationally intensive industries.
• Experience in a venture-backed startup or scale-up environment.
• Exposure to change management or digital transformation projects.
• Knowledge of workflow, project management, or operational productivity platforms.
• Regional or multinational stakeholder management experience.
• Experience collaborating with overseas HQ or global teams.
• Understanding of SaaS metrics such as adoption, churn, retention, NRR, and customer health scoring.

What's On Offer

• Permanent employment contract.
• EOR arrangement.

Quote job ref: JN-102026-7136336