Customer Success Supervisor

Digital Realty Bersama; Jakarta Timur; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading technology company in Jakarta Timur is seeking a customer success manager responsible for managing B2B key accounts. The role involves ensuring effective communication, driving customer satisfaction, and supporting customer needs through collaboration with internal teams. Candidates should possess strong organizational skills and experience in customer success management. Fluency in English is essential, with additional language proficiency viewed favorably.

Qualifications

• 2-3 years in B2B key account management, customer success, or client relations.
• Excellent communication skills in English, Mandarin is a plus.
• Strong customer focus and ability to drive customer satisfaction.

Responsibilities

• Communicate effectively to set expectations and influence outcomes.
• Act as a customer advocate ensuring smooth handoffs with internal teams.
• Generate monthly reports and conduct regular meetings with customers.

Skills

Account management

Customer success

Communication

Organizational skills

Proficiency with CRM tools

Education

Bachelor’s degree in Business, Communications, IT, or related field

Tools

Microsoft Suite

Job description

General Responsibilities:

1. Communicate effectively to set customer expectations and influence outcomes.
2. Act as a customer advocate by ensuring smooth and clear handoffs with internal teams throughout and after implementations.
3. Maintain a wholistic understanding of your customers portfolio; be proactive in anticipating their needs.
4. Coordinate with sales, operations, and management teams to support account management and provide timely updates and resolutions to customers.
5. Drive high customer satisfaction.
6. Flag churn risks and proactively engage with sales, operations and management.
7. Generate monthly report and conduct regular meetings with customers.
8. Maintain confidentiality and handle sensitive information with discretion

In-Depth Responsibilities:

1. Follow up on post-implementation tasks and ensure they support customer goals by managing onboarding, training, reviews, and escalations.
2. Understand customer usage trends to drive adoption, using relationships and tools to meet requirements and improve their experience.
3. Actively gather customer feedback and provide it to relevant teams.
4. Identify feedback trends and drive process improvements for key accounts.
5. Engage key stakeholders to ensure adherence to procedures and policies.
6. Document and communicate issue resolutions and improvement plans.
7. Support renewal agreements and identify opportunities for customer expansion by partnering with sales teams.
8. Manage delivery of Operational Survey Reviews and support follow-up actions.

Requirements:

• Bachelor’s degree in Business, Communications, IT, or a related field, or equivalent experience.
• Minimum 2–3 years in B2B key account management, customer success, client relations, or professional services.
• Strong organizational skills with a sense of urgency, excellent time management, and the ability to manage multiple priorities effectively.
• Excellent communication skills in English (Mandarin a plus), with the ability to set expectations clearly, resolve conflicts, and build strong relationships.
• Proficiency with CRM and customer success tools, Microsoft Suite, and the ability to quickly learn new software.
• Strong customer focus with the ability to empathize, think strategically, and drive customer satisfaction and adoption.
• Collaborative and trustworthy team player with corporate acumen, including executive presence, financial awareness, and a proactive, problem-solving mindset.