Key Account Customer Success Manager

Speakly AI; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A technology company in Jakarta is seeking a Customer Success Manager to manage strategic accounts and ensure high customer satisfaction. The ideal candidate must be trilingual in Mandarin, English, and Indonesian, with at least 5 years of experience in customer success management, specifically within the automotive or financial sectors. Responsibilities include developing account strategies and acting as a trusted advisor to clients.

Qualifications

• Minimum of 5 years of CSM experience, specifically in the automotive or financial services sectors.
• Ability to engage in executive-level conversations and deliver business review presentations.
• Willingness to undertake short-term business trips or temporary on-site assignments.

Responsibilities

• Own the end-to-end customer lifecycle for strategic accounts.
• Develop and execute comprehensive account management strategies.
• Monitor customer health metrics and identify at-risk clients.
• Act as a trusted advisor to uncover client needs and drive revenue growth.
• Serve as the primary point of contact for key stakeholders.

Skills

Customer Success Management

Interpersonal Skills

Communication Skills

Problem-Solving Skills

Trilingual Proficiency (Mandarin, English, Indonesian)

Education

Bachelor's degree or higher

Job description

Responsibilities

Own the end-to-end customer lifecycle for strategic accounts, ensuring successful value realization and achieving high renewal rates.

Develop and execute comprehensive account management and value adoption strategies to ensure clients achieve their business objectives.

Monitor and report on customer health metrics, proactively identify at-risk clients, and develop/implement actionable solutions by mobilizing internal resources.

Act as a trusted advisor to uncover deeper client needs, manage feedback loops, and identify upsell/cross-sell opportunities to drive new revenue growth.

Serve as the primary point of contact for key stakeholders, facilitating strategic business reviews and ensuring a high level of customer satisfaction.

Qualifications & Requirements

• Bachelor's degree or higher, with a minimum of 5 years of Customer Success Manager (CSM) experience, specifically within the automotive or financial services sectors.
• Trilingual proficiency in Mandarin, English, and Indonesian is mandatory. We highly welcome applications from Chinese nationals based in Indonesia or Indonesian returnees with educational background in China.
• Proven ability to engage in executive-level conversations, translate technical features into tangible business value, and expertly prepare and deliver business review presentations.
• Strong interpersonal, communication, and problem-solving skills, with the ability to work independently and build strong client rapport.
• A deeply ingrained customer‑centric mindset, passionate about helping clients succeed and achieve their goals.
• Resilience under pressure and willingness to undertake short‑term business trips or temporary on‑site assignments as needed.

Location: South Jakarta, Jakarta, ID