Customer Success Manager, Indonesia

The Experience

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

What You'll Actually Be Doing

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers’ business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out “Agentblazer” training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.

You're Our Person If...

• Experienced business professional, preferably with 5+ years relevant industry expertise in Customer Success, Salesforce platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Prior experience with Salesforce products is a must (technical implementation & delivery preferred)
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
• Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)
• Ability to demonstrate Lightning Sales Console and mobile app
• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)
• If not already certified, Salesforce Certified Administrator within 90 days

Even Better If...

• Sales Cloud Consultant certification
• Experience with Sales Cloud features like Einstein Lead Scoring, Opportunity Insights, Activity Capture
• Understanding of how Sales Cloud integrates with marketing automation and service tools
• Customer Accountability and Value Alignment
• Strategic Advisory and Stakeholder Management
• Technical Health, Adoption, and Risk Management

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.

#LI-Y