Customer Success Manager

Key Responsibilities

• Manage portfolio of 15-20 mid-market and SMB customer accounts (10-50+ vehicle fleets)
• Develop and execute customer success plan for each account ensuring adoption and value realization
• Conduct regular check-ins and business reviews with key stakeholders
• Drive adoption of integrated modules (GPS tracking, HRMS, warehouse monitoring, fleet maintenance) beyond initial purchase
• Identify and pursue expansion opportunities within existing accounts
• Act as primary customer advocate internally — gather feedback for product team and raise escalations
• Manage renewals and retention strategy ensuring high retention rate (>90%)
• Track and optimize customer health metrics and NPS scores

Requirements

• 2+ years in customer success, account management, or customer-facing roles in SaaS
• Proven track record growing accounts and identifying expansion opportunities
• Strong relationship-building and communication skills (both written and verbal)
• Ability to understand technical products and customer operations/workflows
• Project management and organizational skills managing multiple simultaneous initiatives
• Comfort with data analysis and tracking customer health metrics
• Fluency in Bahasa Indonesia and professional working English

Nice to Have

• Fleet management, logistics, or supply chain software experience
• Background in B2B SaaS customer success at mid-market level
• Experience with multiple customer success tools and platforms
• Knowledge of Indonesian logistics and transportation industry
• Experience managing customer advisory boards or user groups

What We Offer

• Competitive salary plus performance bonus based on retention/expansion
• Clear path to Senior CSM or Head of Customer Success roles
• Autonomy in managing customer relationships and success strategies
• Direct influence on product direction and feature prioritization
• Professional development budget for certifications and learning