Customer Success Manager (SaaS)

KANNA; Jakarta Pusat; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Aldagram is seeking a dedicated Customer Success Manager to accelerate growth for KANNA in Indonesia. You will ensure high-value customers achieve significant ROI from the KANNA Success Plan, acting as a trusted advisor across business and technical teams.

Join during strategic expansion, helping traditional industries digitize workflows and scale our SaaS platform with cross-border teams from our Japanese HQ and global partners.

Qualifications

• Experience: 3–5 years in Customer Success, SaaS, or related fields.
• Strong ability to drive business value, facilitate discussions, and influence executives.
• Ability to demonstrate KANNA features and manage customer expectations.

Responsibilities

• Educate customers on the business value of KANNA through use cases and value demos.
• Maintain close relationships with customers to understand problems during implementation.
• Apply processes to address customer needs and ensure value is delivered.
• Coordinate with both Business and Technical stakeholders to align goals.
• Prioritize urgent activities, organize tasks, and plan priorities with accountability.
• Leverage internal resources and seek guidance from managers when needed.
• Serve as the primary contact for customers, driving satisfaction and retention.
• Act as a trusted advisor and align solutions with customer goals and challenges.
• Solidify partnerships and drive innovation aligned with customer needs.
• Increase engagement with products and identify barriers to success.
• Collaborate with senior teammates to solve complex problems.

Skills

Customer Success

SaaS experience

Enterprise sales

Consulting skills

Stakeholder management

Job description

Aldagram is a Japanese tech startup founded in 2019. We provide "KANNA," a project management software designed to improve productivity for non-desk workers in industries such as construction and manufacturing. Since our global launch in 2022, we have expanded to over 10 countries and officially entered the Indonesia market in 2024. We are now looking for a dedicated Sales professional to accelerate our growth in Indonesia.

- Growth Phase: Join us during our strategic expansion in Indonesia. You will play a key role in scaling our business from the ground up.

- Digital Transformation (DX): Help traditional industries, which are vital to Indonesia's economy (such as Construction and Manufacturing), transition from manual processes to efficient digital workflows.

- Professional Development: Work in a cross-border environment with our Japanese HQ and global teams, gaining experience in a fast-growing SaaS business.

The Customer Success Manager (CSM) is an expert responsible for ensuring high-value customers who purchase the KANNA Success Plan to achieve a significant efficiency & return on their investment with our platform. This role functions as trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Responsibilities

• Educating customers on the business value of KANNA solutions through walkthroughs, use-case discussions, and value-based demonstrations.
• Good communication & maintain close relationship with customers to understand all the problem they are facing while implementation
• Apply the correct processes to address customer needs and ensure value is delivered
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Serve as the primary point of contact for customers, ensuring high satisfaction, strong adoption, and long-term retention.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products & services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Qualifications

• Experience: Experienced business professional, preferably with 3-5 years of relevant industry expertise in Customer Success, SaaS platform use, Enterprise Sales or related fields.
• Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Ability to demonstrate KANNA features and navigate customers