Customer Retention Strategist

6 days ago


Jakarta, Jakarta, Indonesia Insider Full time

About Us

At Insider, we're a B2B SaaS company revolutionizing the way businesses connect with their customers. Our AI-native platform empowers marketers to deliver unique experiences, drive profitable growth, and unleash peak productivity.

We've achieved unicorn status following our Series D round and are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst. Our platform is trusted by 1200+ brands from high-growth startups to prestigious Fortune 500 companies.

The Opportunity

As an Account Director, you'll be responsible for driving renewal, creating expansion and MRR Raise opportunities, contract terms, and managing high-level stakeholders across all account bases. Your daily responsibilities will include sponsor nurturing, discovering stakeholders' needs, and Business Reviews.

  • Own a portfolio of existing accounts and take responsibility for their retention and growth.
  • Identify upsell and cross-sell opportunities within existing accounts.
  • Proactively own renewals in accounts in cooperation with the Customer Success team.
  • Succeed in a team selling environment for maximum account penetration and coverage.
  • Consistently forecast monthly and quarterly performance.
  • Negotiate deals and contracts at various levels within the targeted account, focusing on "C" and enterprise level negotiations.
  • Participate in meetings with key stakeholders starting from onboarding kick-off to Business Review meetings.
  • Discover strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact.
  • Analyze stakeholder mapping and set overall strategy to capture the right frequency in touchpoints.
  • Take ownership of renewal success and strategy to achieve key commercial/contractual targets.
  • Ensure Customer Success realization is achieved and recognized across key stakeholders, reaching NPS targets.
  • Achieve customer advocacy goals with the marketing team with success stories, testimonials, and so on.
  • Monitor market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution.


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