Strategic Customer Success Manager

PT OBS SOLUSI TEKNOLOGI INDONESIA; Jakarta Utara; On-site; IDR 300,000,000 - 540,000,000; Full time

Job summary

PT OBS Solusi Teknologi Indonesia in Jakarta, Indonesia is seeking a Strategic Customer Success Manager to lead relationships with banks and financial institutions, translating insights into strategic actions. This role does not handle day-to-day support.

You will partner with Support, Product, Engineering, and Operations to identify risks, opportunities, and product needs, and you will provide executive summaries and health assessments to management.

Qualifications

• Excellent communication and interpersonal skills.
• Strong questioning, probing, and listening skills.
• Strong analytical and problem-solving abilities.
• Ability to identify root causes and business impact.
• Strong escalation and issue management skills.
• Strong presentation and executive reporting skills.
• Ability to translate customer feedback into actionable insights.
• Strong cross-functional collaboration.

Responsibilities

• Build and maintain strategic relationships with key customers in Banking/Financial sectors.
• Proactively identify and communicate risks and customer concerns.
• Coordinate with Support, Product, Engineering, and Operations on strategic issues.
• Capture customer feedback and translate into product and process improvements.
• Monitor customer health indicators and provide management with health assessments.
• Prepare executive-level summaries and actionable recommendations.

Skills

Communication

Interpersonal skills

Analytical thinking

Root cause analysis

Escalation management

Presentation skills

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in IT/CS/Engineering/Management

Job description

The Strategic Customer Success Manager is responsible for managing and strengthening strategic customer relationships, particularly with Banks and Non-Bank Financial Institutions.

The role proactively identifies customer concerns, critical issues, emerging risks, and unmet needs beyond day-to-day operational support. The position acts as the Voice of Customer internally, translating customer insights into actionable recommendations for management and relevant internal teams.

This role does not own day-to-day incident handling or technical support, which remains under the responsibility of the Support function.

Key Responsibilities

1. Strategic Customer Relationship Management

Build and maintain strong, trusted relationships with key customers and stakeholders.

Establish regular communication with customer stakeholders to understand their business priorities, concerns, expectations, and overall satisfaction.

Conduct regular customer check-ins, business reviews, and strategic discussions.

Develop a clear understanding of each strategic customer's business environment, priorities, and challenges.

Act as a strategic point of contact between customers and the company.

2. Proactive Identification of Critical Issues

Proactively identify customer concerns that may not yet be formally raised through the Support channel.

Conduct structured probing and discussions to uncover the root cause behind customer concerns, rather than focusing only on reported symptoms.

Identify recurring issues, emerging risks, dissatisfaction, and potential escalation before they become major customer problems.

Distinguish between operational issues and issues that require management attention.

Monitor customer sentiment and relationship health.

Monitor critical customer issues and ensure appropriate internal stakeholders are engaged.

Coordinate with Support, Product, Engineering, Operations, and other relevant teams when strategic customer concerns require cross-functional attention.

Ensure that critical issues receive appropriate visibility and follow-up internally.

Monitor the progress and customer impact of critical issues without taking over the operational resolution responsibility.

Ensure customer concerns are properly communicated back to the customer through the appropriate channel.

Escalate significant customer risks to management with clear context, impact, and recommended actions.

4. Voice of Customer & Customer Insights

Capture and consolidate customer feedback, concerns, expectations, and product needs.

Identify patterns and trends across customers, particularly recurring or systemic issues.

Translate customer feedback into actionable insights for Product, Technology, Support, Operations, and Management.

Identify potential gaps between customer expectations and current product/service capabilities.

Provide recommendations based on customer insights and business impact.

5. Customer Health Monitoring

Develop and maintain a clear view of strategic customer health.

Monitor indicators such as:

Relationship strength

Recurring issues

Critical unresolved concerns

Product adoption/usage where relevant

Emerging customer risks

Identify early warning signals that may indicate declining customer confidence or relationship risk.

Maintain customer health assessments and action plans.

6. Management Reporting

Prepare regular customer health and strategic customer reports for management.

Provide management with visibility into:

Key customer concerns

Critical issues

Recurring/systemic issues

Product/service gaps

Recommended management actions

Provide concise executive-level summaries and highlight issues requiring management attention.

Track key customer trends over time and provide recommendations for improvement.

7. Cross-Functional Collaboration

Work closely with Head of Support to ensure strategic customer concerns are aligned with operational issue management.

Collaborate with Product and Engineering teams to communicate customer needs and systemic product concerns.

Work with Operations and other internal stakeholders to address customer experience gaps.

Facilitate cross-functional discussions when customer issues require coordination across multiple teams.

Ensure customer feedback is converted into actionable internal initiatives where appropriate.

8. Customer Experience Improvement

Identify opportunities to improve the overall customer experience.

Recommend improvements to customer communication, processes, product experience, and service delivery.

Participate in customer journey and experience improvement initiatives.

Establish feedback mechanisms to continuously understand customer expectations.

Requirements:

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, Management, or a related field.

Experience

5+ years of experience in Customer Success, Customer Experience, Account Management, Service Management, Consulting, or a related role.

Experience working with Banks, Financial Institutions, Fintech, Insurance, Multifinance, or other regulated industries is highly preferred.

Experience managing enterprise customers and senior stakeholders is preferred.

Experience in an IT/Product/SaaS/Technology company is highly preferred.

Excellent communication and interpersonal skills.

Strong questioning, probing, and listening skills.

Strong analytical and problem-solving abilities.

Ability to identify root causes and business impact.

Strong escalation and issue management skills.

Strong presentation and executive reporting skills.

Ability to translate customer feedback into actionable insights.

Strong cross-functional collaboration.

Good understanding of IT products, systems, and technology environments.

Ability to communicate effectively with both business and technical stakeholders.

Hirer responsiveness Salary match Number of applicants

Information Technology Services 11-50 employees

PT. OBS Solusi Teknologi Indonesia - Jakarta, Indonesia is subsidiary company from OBS Financial Solutions Pte. Ltd. - Singapore. PT. OBS Solusi Teknologi Indonesia, a Financial Software company.