Scaled Customer Success Manager - Growth & Retention

Proximus Group; 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

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.