Customer Success Manager - Indonesia

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 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The 8x8 Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers' unique business objectives. As the quarterback and driver of account enablement, adoption, and end-user engagement, the Customer Success Team is directly impacting 8x8 revenue with strong customer retention.

Based in our 8x8 Jakarta office, as a Customer Success Manager, you will proactively build relationships, identify and mitigate risk and expand product adoption within a specified book of business. The right candidate will be adept at managing multiple priorities without sacrifice to proactive customer delight in a fast-paced, dynamic environment.

Responsibilities

• Own the post-sale customer relationship from go-live onwards. Be the named, accountable face of 8x8 for each account in your portfolio.

• Own the Customer Success Plan for each account, covering agreed KPIs, milestones, health metrics, and a rolling expansion roadmap. Update it continuously, not just at renewal.

• Own the value realisation narrative going into every renewal, a quantified summary of ROI delivered, outcomes achieved, and strategic impact over the contract term.

• Monitor platform usage data continuously. Identify underutilised capabilities and execute targeted adoption plays to drive platform depth and stickiness.

• Run regular business reviews (monthly or quarterly depending on account tier) that quantify value delivered in the customer's own commercial terms, cost savings, delivery rate improvement, conversion uplift, time saved.

• Develop strong multi-threaded customer relationships and serve in the role of trusted advisor to 8x8 customers

• Analyze health metrics and provide leadership and/or execution of adoption and retention plays thru both internal and external resources

• Contribute to lifetime revenue expansion by identifying upsell opportunity organically via stakeholder consultations and proactively addressing renewal risk

• Represent the voice of the customer within 8x8, serving as the customer advocate cross-functionally and closing the loop with the customer with results

Qualifications

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.

• Strong experience in direct and verifiable enterprise-level customer success

• Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals

• Driven by personal, team and company achievement with a commitment to excellence

• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality

• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness

• Experience and comfort interacting with and influencing C-level executives

• Strong communication skills, written and verbal, with understanding of situational best practices

• Excellent presentation skills from small to large audiences

• Ability to lead, manage or influence both internal 8x8 resources as well as customer resources to achieve successful outcomes

• SaaS experience required

• Experience in Video, Contact Center or Web Collaboration desired

• BS or equivalent education and relevant experience

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