Global-Scale Customer Success Manager

Telesign; Indonesia; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

Proximus Global, part of the Proximus ecosystem, seeks a Scaled Customer Success Manager to support a portfolio of mid-market customers. You will leverage data, usage signals, and standardized plays to engage at the right moments and drive value from our CPaaS solutions.

You will operate in a scalable, one-to-many model, coordinating with Sales, Support, Product and Engineering to mitigate churn, expand accounts, and ensure customer success at scale.

Qualifications

• 2–3 years of experience in Customer Success, Account Management, Inside Sales or another customer-facing role, preferably in SaaS, CPaaS or technology.
• Advanced English, Mandarin is a plus
• Experience managing multiple accounts and prioritizing across a portfolio.
• Commercial mindset and comfort working with data.
• Clear communication across email, phone, video and webinars.
• Experience with Salesforce and Customer Success platforms, or the ability to learn them quickly.

Responsibilities

• Guiding customers through key lifecycle stages: adoption, value realization, renewal readiness and expansion.
• Delivering scalable programs such as targeted outreach, digital campaigns, webinars, office hours and customer education.
• Understanding each customer’s goals and use cases, and connecting them with relevant capabilities and best practices.
• Identifying churn and contraction risks early, and building mitigation plans with internal teams.
• Identifying, qualifying and pursuing upsell and cross-sell opportunities, partnering with Sales when needed.
• Coordinating escalations with Support, Product and Engineering.
• Keeping accurate records in Salesforce and other Customer Success systems.
• Sharing recurring customer feedback with Product, Marketing and Sales, and contributing to the improvement of playbooks and processes

Skills

Customer Success

Account Management

SaaS CPaaS

Data-driven

Communication

English Proficiency

Tools

Salesforce

Customer Success platforms

Job description

Proximus Global, part of the Proximus ecosystem, seeks a Scaled Customer Success Manager to support a portfolio of mid-market customers. You will leverage data, usage signals, and standardized plays to engage at the right moments and drive value from our CPaaS solutions.

You will operate in a scalable, one-to-many model, coordinating with Sales, Support, Product and Engineering to mitigate churn, expand accounts, and ensure customer success at scale.