Customer Success Manager

4 days ago

Jakarta, Jakarta, Indonesia Insider. Full time 2,500,000 - 7,500,000 per year
Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what's possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L'Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don't just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider's mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women's representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.
Job Description
  • Being the main point of contact that meets/talks to the partner the most. No one else in the company knows the partner better than you do
  • Having the ownership to understand the partner's business, their needs, the stakeholders involved and communicate this internally
  • Discovering best-fit features and use cases drive high impact results
  • Overseeing product/feature adoption level and helping your customers to set relevant objectives and success metrics
  • Conducting regular check-in calls with customers to ensure product adoption and execution timelines are on track
  • Being responsible for making sure that things get done internally and externally, liaising with the different parties involved Executing Project Management role and ownership of overall lifetime of success with relevant parties starting from onboarding to next step of life cycle stages
  • Monitoring Health Score and CSAT metrics and setting Quarter/monthly action plans to achieve the next success milestone
What we expect from you
  • A university degree in Business, Marketing, Engineering, or related fields
  • To have, to some extent, digital marketing related experience in a customer-oriented position
  • To show us that "you've got what it takes" to collaborate and build strong relationships with customers, especially at the executive level
  • Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we've got clients all over the world
  • To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients
  • To cherish one of our core ethos: care. You'll need to care for our clients and make sure they feel at home with our products and our assistance with Superior project and time management skills. A keen eye for detail is a plus
  • Passion for testing, measuring, and improving outreach and follow up the effectiveness
  • The ability and flexibility to work in a fast-paced startup environment
  • Solid understanding of basic web concepts and digital marketing.
Hold on Life's a two-way road Here's what you'll enjoy while spending time with us (perks, anyone?)
  • We offer many hard and soft skills training to help you improve and challenge yourself. You'll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
  • You'll have space to share your skills through training sessions and workshops if you wish. Sharing is caring
  • We'll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
  • You'll have a chance to work in an international, diverse, and inclusive environment
  • You'll be part of an industry that's shaping the future of customer experiences.
  • Don't believe us? Just ask Google.
Was this position made for you? So let's talk We're curious bugs and can't wait to get to know you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Please follow Insider on LinkedIn, Instagram, Youtube, and Medium We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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