Scaled Customer Success Manager

Proximus; Indonesia; On-site; IDR 1,210,410,000 - 1,714,747,000; Full time

Benefits offered by this job

Multilingual work environment

Proximus Academy growth opportunities

Sustainability focus

Work-life balance

Job summary

Proximus Group is hiring a Scaled Customer Success Manager to drive value for a portfolio of mid-market customers in a pooled CS model. You will guide customers through adoption, renewal, and expansion, and coordinate with Sales, Support, Product, and Engineering to resolve issues and maximize customer outcomes.

You will use product usage data, health signals, and standardized plays to prioritize outreach, develop renewal plans, and identify upsell opportunities.

Qualifications

• 1–3 years of experience in Customer Success, Account Management, Inside Sales, or another customer-facing role.
• Experience managing multiple customers or accounts and prioritizing needs across a portfolio.
• Comfortable working in a fast-paced environment with retention and revenue growth focus.
• Customer-first mindset with ability to connect product capabilities to business value.
• Commercially minded with ability to identify needs and upsell opportunities.
• Clear and confident communication across email, phone, video, and webinars.
• Experience using data, signals, and defined processes to prioritize work.

Responsibilities

• Manage a portfolio of mid-market customers through a pooled Customer Success model.
• Guide customers through lifecycle milestones including adoption, value realization, renewal, and expansion.
• Deliver scalable 1-to-many engagements via outreach, campaigns, webinars, and education programs.
• Use product usage data, health indicators, signals, and standardized plays to prioritize outreach.
• Understand customer objectives and challenges to maximize value from investments.
• Drive product adoption by linking needs to capabilities and best practices.
• Identify churn risks and coordinate mitigations with internal teams.
• Own renewal readiness and document health, value, risks, and next steps.
• Identify and pursue upsell and cross-sell opportunities.
• Manage expansion through commercial process stages with Sales support as needed.
• Meet or exceed goals for retention, adoption, engagement, and expansion.
• Respond to questions and escalate with Support, Product, Engineering for timely resolution.
• Monitor portfolio performance and maintain records in CS systems.
• Capture feedback and insights to inform Product, Marketing, Sales, and CS leadership.
• Contribute to development of pooled CS programs and playbooks.
• Maintain strong knowledge of Proximus products and CPaaS landscape.

Skills

Customer Success

Account Management

SaaS

Data Analysis

Communication

Collaboration

Tools

Salesforce

CS Platforms

Productivity Tools

Job description

A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

About the Role

Telesign is seeking a Scaled Customer Success Manager tohelp our customers realize meaningful value from our products and grow theirrelationship with us over time.

As part of our pooled Customer Success team, you will managea portfolio of mid-market customers through a scalable, 1-to-many engagementmodel. You will proactively support customers at key moments in their journey,using customer data, predictive signals, and standardized success plays todrive adoption, strengthen retention, and identify opportunities for growth.

In addition to helping customers achieve their desiredoutcomes, you will identify and pursue upsell and cross-sell opportunitiesacross your portfolio. You will collaborate closely with Sales, Support,Product, and other internal teams to remove obstacles, mitigate risk, anddeliver a consistent customer experience at scale.

The ideal candidate is customer-focused, commerciallycurious, comfortable working with data, and excited by the opportunity to helpbuild and improve a scaled Customer Success motion.

What You’ll Do

• Managea portfolio of mid-market customers through a pooled Customer Successmodel, balancing proactive engagement with timely, needs-based support.
• Guidecustomers through key lifecycle milestones, including adoption, valuerealization, renewal readiness, and expansion.
• Deliverscalable 1-to-many customer engagements through targeted outreach, digitalcampaigns, webinars, office hours, customer education, and other programs.
• Useproduct usage data, customer health indicators, predictive signals, andstandardized success plays to prioritize outreach and proactively engagecustomers.
• Developan understanding of each customer’s objectives, use cases, and businesschallenges, helping them maximize the value of their investment.
• Driveproduct adoption by connecting customer needs with relevant capabilities,best practices, and additional use cases.
• Proactivelyidentify churn and contraction risks, develop mitigation plans, andcoordinate with internal partners to address issues before they affectretention.
• Own orcontribute to renewal readiness across the portfolio, ensuring customerhealth, value realization, risks, and next steps are clearly documented.
• Identify,qualify, and pursue upsell and cross-sell opportunities based on customerneeds, usage patterns, and growth potential.
• Manageexpansion opportunities through the appropriate stages of the commercialprocess, partnering with Sales and other teams when needed.
• Meetor exceed established goals for customer retention, product adoption,customer engagement, and portfolio expansion.
• Respondto customer questions and coordinate escalations with Support, Product,Engineering, and other internal teams to drive timely resolution.
• Monitorportfolio performance and maintain accurate customer, opportunity, risk,and activity records in Salesforce and other Customer Success systems.
• Act asthe Voice of the Customer by capturing recurring feedback, identifyingtrends, and sharing actionable insights with Product, Marketing, Sales,and Customer Success leadership.
• Contributeto the development and continuous improvement of pooled Customer Successprograms, playbooks, outreach campaigns, and operating processes.
• Maintaina strong understanding of Telesign’s products, customer use cases, and thebroader CPaaS and digital identity landscape.

What Success Looks Like

In this role, success will be measured through a combinationof customer and commercial outcomes, including:

• Grossand net revenue retention
• Renewaland churn performance
• Upselland cross-sell revenue
• Productadoption and usage
• Customerhealth and risk mitigation
• Customerengagement across pooled programs
• Portfoliocoverage and outreach effectiveness
• Accuracyof customer and opportunity data
• Customersatisfaction and feedback

Why This Role Matters

Our mid-market customers need proactive guidance, timelysupport, and clear pathways to realize more value, but they do not all requirea traditional high-touch engagement model. This role will help us deliver aneffective, consistent customer experience at scale while creating sustainableopportunities for retention and growth.

As an early member of the pooled Customer Success team, youwill also have the opportunity to shape how the program operates. Your customerinsights and frontline experience will help us refine our engagementstrategies, success plays, segmentation, processes, and technology.

Your Profile

About You

• You have 1–3 years of experience in Customer Success, Account Management, Inside Sales, or another customer-facing role, preferably in a SaaS, CPaaS, technology, and commercial environment.
• You have experience managing multiple customers or accounts and can effectively prioritize competing needs across a portfolio.
• You are comfortable working in a fast-paced environment where customer success includes both retention and revenue growth.
• You have a customer-first mindset and can connect product capabilities to customer goals and measurable business value.
• You are commercially minded and comfortable identifying customer needs, discussing additional use cases, and introducing relevant products or services.
• You communicate clearly and confidently across email, phone, video, webinars, and other digital channels.
• You are comfortable using data, customer signals, and defined processes to prioritize your work and make decisions.
• You are collaborative and have experience working across departments to solve customer problems and deliver results.
• You have experience with Salesforce, Customer Success platforms, business productivity tools, and virtual engagement technologies, or the ability to learn them quickly.

What do we offer you?

• We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like!
• We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
• We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
• We are, of course, committed to sustainability. What else did you think?
• We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus!)
• We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
• We put our customers first. And because we are all customers somewhere, you already know what that means. That’s good.
• And the ever-important work-life balance? We keep it in the right place.