Customer Success Manager – Retail Saas

Pt Loyalytics Artificial Intelligence Technologies; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A technology solutions provider in Jakarta is seeking a Customer Success Manager to enhance client relationships and drive engagement. The ideal candidate will have over 8 years of experience in customer success or account management, alongside deep CRM knowledge and exceptional communication skills in English and Bahasa Indonesia. This role offers competitive pay, growth opportunities, and flexible hours.

Benefits

Competitive Pay

Growth Opportunities

Flexible Hours

Supportive Team

Qualifications

• Minimum 8 years of experience in Customer Success or Account Management in SaaS or technology.
• Strong understanding of the Indonesian retail landscape.
• Exceptional communication skills in English and Bahasa Indonesia.

Responsibilities

• Serve as the primary point of contact for customers.
• Proactively support clients for successful onboarding and retention.
• Collaborate cross-functionally to communicate customer feedback.

Skills

Client Relationship Management

CRM expertise

Consultative problem-solving

Data analysis

Project management

Cross-functional collaboration

Tools

Salesforce

MoEngage

Excel

Power BI

Job description

Key Responsibilities

• Serve as the primary point of contact for customers, ensuring they achieve maximum value from our platform and solutions.
• Proactively support, guide, and educate clients to ensure successful onboarding, adoption, and retention.
• Build and maintain strong, long-term relationships by deeply understanding client goals, challenges, and success metrics.
• Collaborate cross-functionally with product, data, and technical teams to communicate customer feedback and influence product improvements.
• Manage end-to-end client onboarding, configuration, and training to ensure a seamless experience and timely go-live.
• Monitor customer health, identify risks or opportunities, and drive actions to improve engagement and satisfaction.
• Act as a trusted advisor — helping clients evolve their CRM, loyalty, and engagement strategies using data-driven insights.

Must-Have Skills

• Hands-on experience managing enterprise retail clients — capable of building trust and alignment across diverse levels, from operational teams to C-level executives and translating business objectives into measurable outcomes.
• Deep expertise in CRM, loyalty, or marketing automation platforms (e.g., Salesforce, MoEngage, Capillary, Insider or equivalent).
• Strong consultative approach — able to diagnose client business problems, translate them into data-driven solutions, and articulate clear ROI and success outcomes.
• Project ownership mindset — capable of managing end-to-end onboarding, integrations, and success reviews independently.
• Comfort with data tools (e.g., Excel, Power BI, Dashboards) and ability to translate analytics into client value stories.
• Experience working cross-functionally with product, data engineering, and technical teams to deliver outcomes.

Qualifications

• Minimum 8 years of experience in Customer Success, Account Management, or Client Services — preferably in SaaS, technology, or digital solutions.
• Strong understanding of the Indonesian retail landscape and customer engagement dynamics.
• Hands-on experience in CRM, loyalty programs, or marketing automation platforms within retail or consumer businesses.
• Exceptional communication skills in both English and Bahasa Indonesia — written and verbal.
• Resilient, structured, and highly accountable — thrives in fast-paced, ambiguous, and client-facing environments.
• Strong problem-solving skills, with a proactive and consultative approach.
• Passionate about technology, data, and customer success.

What We Offer:

• Competitive Pay: A salary package that reflects your skills and experience.
• Growth Opportunities: Recognition of your hard work with ample room for career advancement.
• Flexible Hours: Autonomy to manage your time and responsibilities effectively.
• Supportive Team: Join a group of enthusiastic, collaborative, and forward-thinking colleagues.

How to Apply

Interested candidates are invited to submit their resume to with the subject line "Application for CSM - Jakarta".

Please include the following details in your email along with your resume/cv:

• Current company and designation
• Current monthly salary
• Expected monthly salary
• Notice period / availability to join
• Contact number