Senior Customer Success

Medium; Remote; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading e-commerce company is seeking an experienced Customer Success professional to oversee the complete customer experience. You will define and execute strategies that enhance customer satisfaction and loyalty, while leading a high-performing team. Ideal candidates have over 5 years of experience in client-facing roles, with a strong background in e-commerce operations. This position allows for remote work and offers a collaborative, innovative culture centered around a passion for coffee.

Benefits

Flexible work environment

Opportunity to lead a high-impact function

Collaborative culture driven by innovation

Qualifications

• Minimum 5 years of experience in a client-facing operations or customer success role.
• At least 2 years in a leadership capacity.
• Background in e-commerce operations is preferred.

Responsibilities

• Own the end-to-end customer experience and define customer success strategies.
• Build, manage, and mentor a high-performing customer success team.
• Monitor operational pain points and identify process improvement opportunities.

Skills

Client-facing operations

Leadership experience

Outstanding communication

Analytical skills

Problem-solving

Tools

Shopify

QuickBooks

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success - REMOTE. In this pivotal role, you will take charge of the end-to-end customer experience, defining and executing strategies to enhance overall satisfaction and loyalty. Your leadership will drive a high-performing team, while also supporting the sales function to ensure seamless communication with clients. As you guide improvements in operational processes, your contributions will be vital to both internal efficiency and the delight of our customers. Join us to make a significant impact in a fast-growing, dynamic environment.

Accountabilities

• Own the end-to-end customer experience and define scalable customer success strategies to support growth.
• Establish and track KPIs, processes, and team goals aligned with business objectives.
• Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.
• Enable the consultative sales process through client communications across email, SMS, and social platforms.
• Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.
• Support third-party and social commerce sales channels in coordination with marketing and sales teams.
• Manage client onboarding and equipment setup, coordinating installations with technical service partners.
• Respond to customer inquiries regarding product use, service needs, and ongoing support.
• Lead customer communications related to logistics, damages, and return claims.
• Monitor recurring operational pain points and identify opportunities for automation or process streamlining.

Requirements

• Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
• Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
• Outstanding written and verbal communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.

Benefits

• A remote-first, globally distributed team and flexible work environment.
• The opportunity to lead a high-impact function within a fast-growing brand.
• A collaborative, passionate culture driven by innovation and a love for coffee.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.