Customer Success Manager - Lark - Jakarta

ByteDance; Jakarta Pusat; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

ByteDance is seeking a Customer Success Manager to onboard and guide APAC customers, with a focus on Indonesia, based in Jakarta.

You will build trusted partnerships, drive product adoption of Lark, and collaborate with internal teams to minimize churn and deliver measurable value for strategic accounts. You'll collaborate with regional leadership, report into the regional lead in Singapore, and develop reporting and insights to demonstrate value delivery to customers and internal stakeholders.

Qualifications

• Requires experience in a product and customer-facing role in a B2B context.
• Proactive, self-starter who can operate effectively in remote environments.
• Clear and concise communication in Bahasa Indonesia and English for regional stakeholders.
• Empathetic engagement to build strong customer relationships.
• Focus on strategic partnerships and long-term customer success.

Responsibilities

• Onboard and guide customers across the APAC region with emphasis on Indonesia.
• Drive product adoption of the Lark product and share best practices.
• Cultivate relationships with decision-makers and executive buyers to reinforce partnerships.
• Collaborate with internal and external stakeholders to drive desired customer outcomes.
• Develop reporting and insights to track value delivery for customers and stakeholders.
• Support regional CS efforts to minimize churn and maximize customer success.

Skills

B2B customer-facing

Bahasa Indonesia

English communication

Independent initiator

Remote collaboration

Strategic partnerships

Empathetic engagement

Job description

Join us as we work together to inspire creativity and enrich life around the globe.

Location

Jakarta

Employment Type

Regular

Job Code

A105085

Responsibilities

We're a dedicated Customer Success Management (CSM) team committed to ensuring our customers' triumphs. We're not just problem solvers – we're partners in achieving success. Our customer-centric approach, fueled by empathy and expertise, ensures that our customers' goals are our goals. From proactive solutions to data-driven insights, we're dedicated to maximizing our customers' experience. Welcome to a team committed to your success journey!This role will be based in Jakarta Indonesia and will report into the regional lead based in Singapore.

• You'll be responsible for onboarding and guiding customers across the APAC region (with a focus on the Indonesia market), ensuring a seamless implementation experience.
• You'll play a pivotal role in amplifying active usage by cultivating deep and broad usage with the Lark product. This entails introducing new product features and sharing best practices with the customers.
• Your commitment to excellence directly contributes to building an exceptional customer experience with the Lark product, ultimately minimizing customer churn.
• By nurturing relationships with identified accounts, you'll become a trusted advisor to decision-makers and executive buyers, reinforcing enduring partnerships.
• You'll be responsible for driving desired customer outcomes by collaborating with the relevant internal and external stakeholders.
• Develop reporting and insights for the Customer Success team is also critical, so as to track value delivery to customers and to provide greater visibility to internal stakeholders.

Qualifications

Minimum Qualifications:

• You have prior experience in a product and customer-facing role in a B2B context.
• You're an independent initiator: You're a catalyst for action. As a self-starter, you proactively engage with customers, driving initiatives even when physically apart from the team. Your independence and proactive nature enable you to thrive in remote environments, ensuring exceptional customer engagement and success.
• You're an effective communicator in both Bahasa Indonesia and English: Your clear and concise communication style ensures that complex concepts are easily understood, facilitating seamless interactions with both technical and non-technical stakeholders. Business fluency in both languages is required to liaise with external Bahasa and English speaking customers in the region/market.
• You possess empathetic engagement: Your ability to genuinely connect with customers on their needs and challenges sets you apart. You're adept at listening, understanding, and responding empathetically to build strong relationships.
• You excel at strategic partnerships: You see beyond the immediate and understand the bigger picture of the customer's business goals. Your focus on establishing a strategic partnership ensures mutual success.

Preferred Qualifications:

• You have relevant experience within the B2B SaaS industry.
• You embody a mission-driven mindset. You think strategically when driving results, dedicated to achieving measurable outcomes, and approach your role with a sense of ownership and accountability.
• You thrive in a startup environment. We're essentially a startup, and you'd be working in a fast-paced and dynamic environment. You will need to possess an entrepreneurial mindset and be comfortable with constant changes and ambiguity. You're down-to-earth and willing to wear multiple hats and roll up your sleeves to tackle tasks, no matter how big or small.
• You're a difference maker. You possess the drive and passion to be a true difference maker within our organization. You're not limited by your roles and responsibilities and have the ability to think out of the box, consistently bringing fresh perspectives and creative ideas to the table.

About Us

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.