Customer Success Manager

Responsibilities
We're a dedicated Customer Success Management (CSM) team committed to ensuring our customers' triumphs. We're not just problem solvers – we're partners in achieving success. Our customer-centric approach, fueled by empathy and expertise, ensures that our customers' goals are our goals. From proactive solutions to data-driven insights, we're dedicated to maximizing our customers' experience. Welcome to a team committed to your success journey

This role will be based in Jakarta Indonesia and will report into the regional lead based in Singapore.

• You'll be responsible for onboarding and guiding customers across the APAC region (with a focus on the Indonesia market), ensuring a seamless implementation experience.

• You'll play a pivotal role in amplifying active usage by cultivating deep and broad usage with the Lark product. This entails introducing new product features and sharing best practices with the customers.

• Your commitment to excellence directly contributes to building an exceptional customer experience with the Lark product, ultimately minimizing customer churn.

• By nurturing relationships with identified accounts, you'll become a trusted advisor to decision-makers and executive buyers, reinforcing enduring partnerships.

• You'll be responsible for driving desired customer outcomes by collaborating with the relevant internal and external stakeholders.

• Develop reporting and insights for the Customer Success team is also critical, so as to track value delivery to customers and to provide greater visibility to internal stakeholders.

Qualifications
Minimum Qualifications:

• You have prior experience in a product and customer-facing role in a B2B context.

• You're an independent initiator: You're a catalyst for action. As a self-starter, you proactively engage with customers, driving initiatives even when physically apart from the team. Your independence and proactive nature enable you to thrive in remote environments, ensuring exceptional customer engagement and success.

• You're an effective communicator in both Bahasa Indonesia and English: Your clear and concise communication style ensures that complex concepts are easily understood, facilitating seamless interactions with both technical and non-technical stakeholders. Business fluency in both languages is required to liaise with external Bahasa and English speaking customers in the region/market.

• You possess empathetic engagement: Your ability to genuinely connect with customers on their needs and challenges sets you apart. You're adept at listening, understanding, and responding empathetically to build strong relationships.

• You excel at strategic partnerships: You see beyond the immediate and understand the bigger picture of the customer's business goals. Your focus on establishing a strategic partnership ensures mutual success.

Preferred Qualifications:

• You have relevant experience within the B2B SaaS industry.

• You embody a mission-driven mindset. You think strategically when driving results, dedicated to achieving measurable outcomes, and approach your role with a sense of ownership and accountability.

• You thrive in a startup environment. We're essentially a startup, and you'd be working in a fast-paced and dynamic environment. You will need to possess an entrepreneurial mindset and be comfortable with constant changes and ambiguity. You're down-to-earth and willing to wear multiple hats and roll up your sleeves to tackle tasks, no matter how big or small.

• You're a difference maker. You possess the drive and passion to be a true difference maker within our organization. You're not limited by your roles and responsibilities and have the ability to think out of the box, consistently bringing fresh perspectives and creative ideas to the table.

About Us
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.​

Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.​

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.​

Diversity & Inclusion​

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.​