Customer Success Manager - Indonesia

inFeedo, Asia's leading AI-powered People Experience Platform, is shaping the future of HR tech. We're on a mission to revolutionize the employee experience globally with cutting-edge tools like Amber and AI Assist, empowering over 600,000 employees and 300+ top clients such as Bank of Indonesia, Kalbe, tiket.com, and Genpact. Fueled by 100% YoY growth and successful $12Mn Series A funding from Tiger Global and Jungle Ventures, we're an industry leader with a passionate team of over 170 individuals. Join us and be a part of the future of work!

Customer Success Managers are the voice of our customers at inFeedo. We're looking for individuals who have demonstrated excellent customer retention skills with the ability to translate business needs into product specifications.

We believe that a key aspect of innovation is to create a diverse culture where individuals from different fields come together. For example, we have an HR person working in sales, and a salesperson working in HR, and we are looking for cross-functional experts to join our CS team.

No. of positions: 1

What will you be doing?

1. Customer Retention: Through collaboration with Product/Tech teams, provide consulting services for a specific set of customers to maximize their ROI, increase renewal rates, and reduce churn. Conduct EBRs with Amber champions and decision-makers.

2. Launches: Own everything post-sales. Collaborate closely with the sales team for project planning and ensure weekly status updates.

3. Portfolio Expansion: Identify CSQLs and nurture relationships for the growth of the portfolio. Work with the AM team on cross-selling & upselling opportunities. Qualify pipeline for future business growth.
4. Manage Customer Enhancement Requests: Work closely with product/tech teams to explore the feasibility of technical enhancement requests.

This role offers exciting opportunities to interact with senior industry leaders and build long-lasting customer relationships that create deep customer satisfaction and product adoption. Go the extra mile by not only solving their issues but delighting them thanks to your simple, efficient, and caring communication.

Who will you work with?
Deepak, Heru, Angraaj, Suvo, and of course the rest of the jovial inFeedo team.

Requirements

Is this you?

1. Are you someone with either "HR/engagement consultant expertise" OR "SaaS product expertise"? These are critical must-haves for this role.
2. Language: Able to speak fluently in both Bahasa & English.
3. Experience:
   1. Total: 4+ years of total work experience in HRTech/SaaS-based companies with proven delivery and retention accountability in a customer-facing organization, preferably enterprise technology in customer success.
   2. Domain: Specific experience managing large/enterprise customers, along with prior experience handling customer escalation.
      
4. Critical Skills: Excellent communication, presentation, customer call facilitation, and relationship-building skills. Ability to manage influence through persuasion, negotiation, and consensus-building.
5. Brownie Points
   1. SaaS Startup Experience
      
   2. Alignment to our core values

What happens after you apply?

• Step 1: In 15-20 days, if your application shines and aligns with our criteria, our People Success Team will reach out to you for a quick chat about your journey so far.
• Step 2: Within 4-6 days of that initial chat, we'll introduce you to your potential future team, and we will guide you through the rest of the hiring process.
• Step 3: If our vibes align after meeting the Hiring Team, you'll have an opportunity to chat with the founders.
• If we mutually enjoy the conversation, we'll celebrate with a virtual high-five and outline the next steps for you to join us.
  
• At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)

Our expectations before you click “Apply Now”

• Read about inFeedo & Amber

We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or education.

[Attitude>Skills>Education]

Keywords: HR Tech, SaaS, Customer Success, Indonesia, SEA, CSM, Renewals, Customer Relationship Management, Communication, Up-Sell, Cross-Sell