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Customer Success Manager

2 weeks ago

Jakarta, Indonesia Josys Full time

Customer Success Manager (Remote)

**About Josys**:
With a presence in 9 countries, including Japan, India, and the USA, our cutting-edge product technology center is located in Bengaluru, India. As we continue our rapid expansion, we aim to double our full-time employee headcount in 2024, enhancing our capacity to innovate and deliver.

Josys was spun off from RAKSUL, a celebrated Japanese unicorn and Forbes Startup of the Year 2018, which is a transformation through three pioneering B2B e-commerce platforms.

**About the Job**:
**JCI level: 2**

**Responsibilities**:

- Establishing Customer Success for Clients across SMB and Enterprise.
- Defining Customer Success Strategy & Communication Planning to Execution.
- Monitoring Product Usage, Designing KPIs, and Reporting.
- Identifying Key Factors to Maximize Customer Satisfaction and Providing Feedback to Sales & Product Teams.
- Redefining & Assessing Performance Scores to Reduce Customer Churn and Implementing Various Initiatives.
- Supporting Customer Onboarding & Engagement, and Improving Overall Customer Experience Processes.
- Providing Implementation Consulting & Utilization Support for Clients.
- Conducting Training Sessions for Partners and End Customers.

**Preferred Qualifications**:

- Customer Success Experience in a B2B SaaS Company is preferred/nice to have.
- Experience in Designing and Executing Customer Success Operations.
- Strong Ability to Structure and Abstract Problems, Define Issues, and Develop & Execute Solutions.
- Prior Startup Experience or Ability to Work in an Ambiguous Environment
- Experience in Conducting Training for Partners and End Customers
- Strong Project Management Skills.
- Experience Working with Multi-Stakeholders including Product, Sales, Marketing, Customer, and Management Teams.
- Strong Technical Understanding.
- Soft Skills such as Communication, Problem-Solving, Leadership, and Customer-Centric Mindset.
- Strong Presentation Skills.
- Good to have - Experience in Establishing Customer Success in an IT Company.