Scaled 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, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivaled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle.

Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalized omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honor our commitment to connect, protect and engage everyone, everywhere.

Key Highlights

• Powering over 13 billion digital communications each month.
• Supporting 3,500+ active customers — including enterprises, OTTs, and mobile operators — through a presence in 50+ global offices across 100+ countries.
• Managing 50% of the world’s roaming data traffic and connecting 150 million IoT devices.
• Driving innovation in 5G, private networks, and IoT enablement, positioning Proximus Global as a leader in next-generation communication technologies.
• Committed to a unified vision, Proximus Global is unlocking new opportunities and enabling seamless global communications for businesses worldwide.

Telesign is looking for a Scaled Customer Success Manager to support a portfolio of mid-market customers and help them get lasting value from our products.

The role

You will work within a pooled Customer Success team, engaging customers through a scalable, one-to-many model. Rather than relying on constant one-on-one contact, you will use product usage data, customer health indicators and predictive signals to decide when and how to engage, and apply standardized success plays to act at the right moment.

Your Responsibilities Will Include

• 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

Requirements

• 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.