Senior Customer Success Manager

Mekari; Daerah Khusus Ibukota Jakarta; Remote; IDR 80.000.000 - 150.000.000; Full time

Job summary

Join a leading Software-as-a-Service company that is transforming the digital landscape in Indonesia. This dynamic role focuses on customer engagement, satisfaction, and retention, requiring a proactive approach to account management. You will work closely with clients to drive product adoption and gather feedback for continuous improvement. If you are a driven individual with excellent communication skills and a passion for helping customers succeed, this opportunity offers a competitive salary, flexible working arrangements, and a chance to contribute to a rapidly growing company. Be part of a friendly and innovative team that values your contributions and supports your professional growth.

Benefits

Competitive salary + daily allowance

Premium private health insurance

Flexible working hours

Remote work culture

Notebook Ownership Program

Allowance for sports activities

Unlimited sick leave with doctor's note

Strategic office location

Friendly and dynamic work environment

Opportunity for professional growth

Qualifications

• 5+ years of experience in account management, preferably in SaaS.
• Strong communication and problem-solving abilities.

Responsibilities

• Maintain high levels of customer engagement and satisfaction.
• Proactively drive product adoption and address client issues.

Skills

Customer Engagement

Problem Solving

Communication Skills

Consultative Skills

Team Collaboration

Adaptability

Education

Bachelor's Degree in Accounting/Management/Marketing

Job description

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including Mekari Jurnal, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses.

In our 10+ years of journey we have reached over 1 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are eager to grow and create their #BiggestImpact.

Job Descriptions:

1. Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty.
2. You will work with your accounts proactively to drive product adoption as well as act as the voice of clients.
3. Proactively spot and correct any issues that could affect customer satisfaction or retention.
4. Facilitate periodic reviews with customers, determining new requirements and further success through engaging and consultative discussions.
5. Continually gather feedback from our clients, then work directly with our product team to provide input on the product roadmap.

Requirements/Qualifications:

1. 5+ years of relevant experience, Accounting/Management/Marketing is background preferable.
2. Prior experience in account management roles in SaaS companies is a plus.
3. You’re driven: No one needs to push you to excel; it’s just who you are.
4. Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
5. You want to help and serve our customers: They win, so you win.
6. Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
7. Process-driven, empathetic, and a great communicator.
8. Excellent problem-solving abilities and consultative skills.
9. Loves working with clients and thrives on customer satisfaction and loyalty.
10. Ability to work collaboratively with technical and non-technical teams.
11. Outstanding communication and presentation skills; ability to present to C-level executives.
12. Diplomacy, tact, and poise under pressure when working through customer issues.
13. Strong team player but still a self-starter.
14. Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

What You Will Get:

1. Competitive salary + daily allowance.
2. Premium private health insurance (outpatient, inpatient, maternity, dental).
3. Early access to salary + flex installment (employee loan) via Mekari Flex.
4. Allowance for sports activities and glasses/contact lenses.
5. Flexible working hours and remote work culture with free co-working space services.
6. Annual and unpaid leaves from day 1 of join date + unlimited sick leave with doctor note.
7. Notebook Ownership Program.
8. Strategic office location, accessible by MRT.
9. Friendly and dynamic work environment.
10. Opportunity to take part in growing Indonesia's no. 1 SaaS company.

Our team will review your application and will be in touch if your application is shortlisted to the next stage. If you do not hear from us in 30 days, we will keep your resume on file in case a relevant opportunity opens up.

Don't forget to check our Recruitment FAQ at bit.ly/RecruitmentFAQ-Mekari [ENG] or bit.ly/RekrutmenMekari-FAQ [INA] to find the answers to commonly-asked questions regarding our recruitment process.

We wish you the best. Hope to see you around soon!