Customer Success Manager – Retail SaaS

1 day ago

Jakarta, Jakarta, Indonesia PT Loyalytics Artificial Intelligence Technologies Full time

Key Responsibilities

● Serve as the primary point of contact for customers, ensuring they achieve maximum value from our platform and solutions.

● Proactively support, guide, and educate clients to ensure successful onboarding, adoption, and retention.

● Build and maintain strong, long-term relationships by deeply understanding client goals, challenges, and success metrics.

● Collaborate cross-functionally with product, data, and technical teams to communicate customer feedback and influence product improvements.

● Manage end-to-end client onboarding, configuration, and training to ensure a seamless experience and timely go-live.

● Monitor customer health, identify risks or opportunities, and drive actions to improve engagement and satisfaction.

● Act as a trusted advisor — helping clients evolve their CRM, loyalty, and engagement strategies using data-driven insights.

Must-Have Skills

● Hands-on experience managing enterprise retail clients — capable of building trust and alignment across diverse levels, from operational teams to C-level executives and translating business objectives into measurable outcomes.

● Deep expertise in CRM, loyalty, or marketing automation platforms (e.g., Salesforce, MoEngage, Capillary, Insider or equivalent).

● Strong consultative approach — able to diagnose client business problems, translate them into data-driven solutions, and articulate clear ROI and success outcomes.

● Project ownership mindset — capable of managing end-to-end onboarding, integrations, and success reviews independently.

● Comfort with data tools (e.g., Excel, Power BI, Dashboards) and ability to translate analytics into client value stories.

● Experience working cross-functionally with product, data engineering, and technical teams to deliver outcomes.

Qualifications

● Minimum 8 years of experience in Customer Success, Account Management, or Client Services — preferably in SaaS, technology, or digital solutions.

● Strong understanding of the Indonesian retail landscape and customer engagement dynamics.

● Hands-on experience in CRM, loyalty programs, or marketing automation platforms within retail or consumer businesses.

● Exceptional communication skills in both English and Bahasa Indonesia — written and verbal.

● Resilient, structured, and highly accountable — thrives in fast-paced, ambiguous, and client-facing environments.

● Strong problem-solving skills, with a proactive and consultative approach.

● Passionate about technology, data, and customer success.

What We Offer:

● Competitive Pay: A salary package that reflects your skills and experience.

● Growth Opportunities: Recognition of your hard work with ample room for career advancement.

● Flexible Hours: Autonomy to manage your time and responsibilities effectively.

● Supportive Team: Join a group of enthusiastic, collaborative, and forward-thinking colleagues.

How to Apply

Interested candidates are invited to submit their resume to with the subject line "Application for CSM - Jakarta".

Please include the following details in your email along with your resume/cv:

● Current company and designation

● Current monthly salary

● Expected monthly salary

● Notice period / availability to join

● Contact number

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