Technical Customer Success

Kinobi Ai; Daerah Khusus Ibukota Jakarta; On-site; IDR 836.120.000 - 1.170.569.000; Full time

Job summary

A technology-driven education firm based in Jakarta seeks a Technical Customer Success professional. The role involves managing global client relationships, providing technical support, and collaborating with product teams to enhance client satisfaction. Ideal candidates are customer-focused, tech-savvy, and possess strong communication skills, with a background in B2B SaaS environments. The firm offers opportunities to make a meaningful impact in the education sector.

Qualifications

• 3–5 years of experience in relevant fields.
• Fluent in English, both spoken and written.
• Strong analytical skills with experience creating performance dashboards.

Responsibilities

• Own the relationship with global clients from onboarding to retention.
• Act as the first point of contact for client interactions.
• Lead Quarterly Business Reviews with stakeholders.

Skills

Account Management

Technical Customer Success

Communication Skills

Analytical Skills

Education

Bachelor's degree in Business, Information Systems, Computer Science

Job description

About Kinobi AI

Kinobi AI is a Singapore-based company dedicated to transforming higher education by helping universities go beyond just academics. We focus on holistic student success, leveraging AI-powered solutions to ensure that students are well-prepared for their careers. We're looking for individuals who share our vision and want to make a meaningful impact in the future of education.

Our Purpose

• Empower institutions to guide their beneficiaries toward meaningful employment opportunities through AI-driven solutions
• Demonstrate to the world that a global AI-powered B2B SaaS enterprise can be successfully built from Southeast Asia

About the Role

As a Technical Customer Success at Kinobi, you will be the primary partner for our global clients, helping them succeed through deep product knowledge, proactive support, and data-driven strategy. While your role sits within the Customer Success team, you'll be expected to understand the technical mechanics of our platform — enabling you to advise clients effectively, respond to product-related inquiries with confidence, and translate client feedback into actionable product insights.

This is a high-impact role ideal for someone with a strong customer-facing background who also thrives in understanding how technology works under the hood.

Job Description

• Owning the end-to-end relationship with global clients from onboarding through value realization, feature adoption, renewal, and long-term retention.
• Acting as the first point of contact for day-to-day client interactions, while proactively guiding global clients to leverage the Kinobi platform effectively.
• Collaborating closely with Tech and Product teams to become a power user of the Kinobi platform — able to answer in-depth technical questions, troubleshoot common issues, and guide clients toward successful feature adoption.
• Relaying client feedback to Tech and Product, documenting reproducible issues, and tracking resolution progress through internal channels.
• Monitoring technical success metrics (e.g., adoption rates, feature utilization, and platform health) to spot and mitigate risks early.
• Leading Quarterly Business Reviews (QBRs) with both technical and non-technical stakeholders, reporting on product usage, support metrics, and roadmap alignment.
• Advising clients on best practices based on platform behavior, workflow optimization, and alignment with their tech stack.
• Supporting internal processes such as issue triaging, knowledge base documentation, and product testing from an Account Management (AM) lens.
• Identifying upsell opportunities based on client product usage, needs, or emerging interest in advanced features or customizations.
• Driving increased engagement and student activation within the platform by aligning Kinobi's value with institutional goals.
• Working alongside Sales to initiate renewal conversations early, ensuring a smooth process from an AM perspective.

Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, or related field.
• 3–5 years of experience in Account Management, Technical Customer Success, or Technical Advisor preferably in a B2B SaaS environment.
• Strong technical curiosity — you enjoy learning how things work, reading documentation, and solving platform-related challenges.
• Excellent communication and relationship-building skills, especially with C-level or technical stakeholders.
• Able to manage multiple client relationships, prioritize effectively, and maintain high attention to detail.
• Strong analytical skills with experience creating or presenting performance dashboards, usage reports, or KPI-driven summaries.
• Proven track record in client retention, platform adoption, and upsell contributions.
• Fluent in English, both spoken and written — all communication and meetings will be in English.

Bonus Points

• Experience in the SaaS or higher education space
• Past collaboration with Product, Data, or Engineering teams
• Familiarity with global market