Customer Success Manager – Retail SaaS

PT Loyalytics Artificial Intelligence Technologies; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A technology solutions company in Jakarta is seeking a Customer Success Manager to build strong client relationships and ensure the successful adoption of their platform. Candidates should have at least 8 years of relevant experience in customer success roles, alongside exceptional communication skills in both English and Bahasa Indonesia. This role offers a competitive salary and growth opportunities within a supportive team environment.

Benefits

Competitive salary

Career advancement opportunities

Flexible working hours

Collaborative work environment

Qualifications

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

Responsibilities

• Act as the primary point of contact for customers.
• Support, guide, and educate clients for successful onboarding.
• Build strong relationships by understanding client goals.

Skills

Customer relationship management

Client success strategies

Data analysis

Project management

Consultative problem solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Excel

Power BI

Job description

PT Loyalytics Artificial Intelligence Technologies Lihat semua lowongan kerja

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 [e-mail] 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

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How many years' experience do you have as a Customer Success Manager?

Do you have customer service experience?

How many years' experience do you have in a client services / account management role?

Which of the following languages are you fluent in?

Which of the following Customer Relationship Management (CRM) systems do you have experience using?