Strategic Customer Success Manager, EMEA - REMOTE

Medium; Remote; IDR 1.502.504.000 - 2.003.339.000; Full time

Job summary

A leading technology firm in Indonesia is seeking a Strategic Customer Success Manager to drive product adoption and enhance customer health with enterprise customers. The ideal candidate will possess a minimum of five years of experience in customer success within B2B SaaS, managing accounts exceeding $2m in ARR. The role includes high-quality work emphasis, unlimited Paid Time Off, and a generous education budget for professional development.

Benefits

Unlimited Paid Time Off (PTO)

10-year exercise window for stock options

$100/month education budget

Qualifications

• Minimum of five years of customer success experience in B2B SaaS.
• Ability to manage strategic customer accounts exceeding $2m in ARR.
• Experience working with complex, configurable products.

Responsibilities

• Drive product adoption and retention with upmarket customers.
• Manage a portfolio of approximately 20 enterprise customers.
• Collaborate with internal teams to align communication.

Skills

Customer success experience in B2B SaaS

Managing strategic customer accounts

Communication skills for complex concepts

Detail-oriented

Adaptability to customer needs

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Strategic Customer Success Manager, EMEA. In this role, you will have the opportunity to drive product adoption, enhance customer health, and ensure long-term value for our partner's most complex and largest enterprise customers. Your expertise will shape the support for a diverse clientele, ranging from rapidly growing teams to established public companies. This position requires a strong understanding of a highly configurable product, providing insight into how customers can effectively integrate these solutions into their hiring processes.

Accountabilities

• Partner with upmarket customers to drive product adoption and retention.
• Manage a strategic portfolio of approximately 20 enterprise customers with significant ARR.
• Foster multi-threaded relationships and proactively monitor customer health.
• Collaborate with Sales, Product, Support, and Operations teams to align stakeholder communication.
• Tailor configurations and create training to meet specific customer needs for successful outcomes.
• Anticipate risks and support customers through evolving workflows.

Requirements

• Minimum of five years of customer success experience in B2B SaaS.
• Proven ability to manage strategic customer accounts exceeding $2m in ARR.
• Experience working with complex, configurable products.
• Strong communication skills to convey complex concepts simply.
• Detail-oriented with a focus on timely follow-ups and CRM updates.
• Curiosity to explore product details and adaptability to customer needs.

Benefits

• Emphasis on high-quality work with a focus on thoroughness.
• 10-year exercise window for stock options, allowing flexibility.
• Unlimited Paid Time Off (PTO) policy.
• Fully paid family leave for twelve weeks within the US.
• Generous budget for equipment, software, and office furniture.
• $100/month education budget, with support for additional professional development.