Head of Customer Success Manager (SaaS)

Keywords: Customer Success Manager, Customer Success, Account Management, Client Relationship Management, Customer Engagement, Customer Experience (CX), Customer Satisfaction, SaaS, AI-Powered Marketing Platforms, Customer Onboarding, Client Training & Enablement, Strategic Business Reviews (QBRs), Value Realisation, Upselling, Cross-selling, Key Account Management.

A leading provider of AI-powered hyperlocal marketing-to-commerce software is seeking a Head of Customer Success Manager to join their team in Indonesia. This organisation partners with over 400 multi-location brands across diverse industries, empowering them to enhance visibility, foster customer connections, and deliver seamless omnichannel experiences. As the Head of Customer Success Manager, you will play a pivotal role in shaping the customer journey, ensuring satisfaction, and driving retention through your collaborative approach and commitment to excellence. The company is celebrated for its inclusive culture, supportive leadership, and dedication to professional growth, offering flexible working opportunities and ongoing training to help you thrive in your career. If you are passionate about nurturing client relationships and making a meaningful impact in the SaaS industry, this is an exceptional opportunity to advance your career within a knowledgeable and dependable team.

What you'll do:

As Head of Customer Success Manager for SaaS Solutions, you will be entrusted with guiding clients through every stage of their journey—from onboarding through ongoing engagement—ensuring they receive maximum value from the organisation’s advanced software offerings. Your day-to-day activities will involve building lasting relationships with key accounts, facilitating regular communication channels such as feedback sessions and business reviews, and collaborating closely with internal teams to advocate for continuous improvements. You will also be responsible for developing robust onboarding processes that empower clients from day one, providing tailored training resources that enable them to harness the full potential of the platform. By establishing clear KPIs and analysing customer data, you will drive strategies that boost satisfaction and retention while identifying new opportunities for growth. Your ability to connect empathetically with clients and work collaboratively across departments will be essential in creating an environment where both customers and colleagues feel supported. This role offers you the chance to make a significant impact on how brands engage with their audiences locally while growing your own expertise within a forward-thinking team.

• Develop and implement a comprehensive onboarding process that ensures new clients are seamlessly integrated and fully trained on the organisation’s innovative solutions.
• Serve as the primary point of contact for key accounts, proactively addressing client needs and concerns to create positive experiences at every touchpoint.
• Foster strong relationships with clients by conducting regular check-ins, feedback sessions, and strategic business reviews to understand their evolving requirements.
• Collaborate with customers to identify opportunities for maximising the value of provided solutions, including upselling and cross-selling relevant products and services tailored to their needs.
• Establish key performance indicators (KPIs) for customer success initiatives, meticulously tracking metrics such as satisfaction levels, retention rates, and product usage trends.
• Work closely with sales and product management teams to relay valuable customer feedback and advocate for enhancements that improve overall user experience.
• Provide ongoing training resources and support to clients so they are well-equipped to utilise all features of the platform effectively.
• Analyse customer data to inform strategies that drive engagement and retention while identifying areas for improvement in service delivery.
• Champion a culture of collaboration by sharing insights across departments to ensure alignment on customer-centric goals.
• Maintain up-to-date knowledge of industry trends in SaaS, marketing technology, and multi-location brand management.

What you bring:

Your background as Head of Customer Success Manager for SaaS Solutions will reflect substantial experience managing client relationships within the B2B SaaS sector. You bring not only technical proficiency but also an empathetic approach that prioritises understanding each client’s unique challenges. Your communication style is warm yet precise—capable of bridging gaps between technical concepts and practical applications—while your analytical mindset enables you to transform data into meaningful insights that guide strategy. With academic credentials such as a bachelor’s degree (and ideally an MBA), you possess both theoretical knowledge and practical wisdom gained from years spent navigating complex client environments. Experience within industries like finance or retail further enhances your ability to relate authentically with customers from varied backgrounds. Above all else, your commitment to personal growth ensures you remain adaptable—embracing new training opportunities so you can continue delivering outstanding results.

• Demonstrated expertise in customer success or account management roles within the B2B SaaS industry, showcasing a proven track record of driving satisfaction and retention among diverse client portfolios.
• Exceptional verbal and written communication skills in both Indonesian and English, enabling you to convey complex information clearly while fostering trust-based relationships.
• Advanced analytical abilities that allow you to interpret customer data effectively and develop actionable strategies for engagement and retention.
• Strong relationship management skills focused on building long-term partnerships through empathy, understanding client needs, and delivering consistent value.
• Proficiency in using customer success platforms alongside familiarity with marketing technology tools relevant to multi-location brand management.
• Bachelor’s degree in Business Administration, Marketing or related field; MBA preferred for added depth in strategic thinking.
• Ability to collaborate harmoniously across departments—including sales, marketing, and product management—to achieve shared objectives centred around customer wellbeing.
• Knowledge or experience within industries such as finance, banking, retail, automotive, quick-service restaurants (QSR), or eCommerce is highly desirable due to their unique business cultures.
• Commitment to ongoing learning through participation in training opportunities designed to keep your skills current within the fast-evolving SaaS landscape.

What sets this company apart:

This organisation stands out as Asia’s largest provider of AI-powered hyperlocal marketing-to-commerce software for multi-location brands—a testament not only to its technological prowess but also its unwavering commitment to helping businesses succeed locally. Employees benefit from a genuinely inclusive culture where collaboration is encouraged at every level; supportive leadership fosters an environment where everyone feels valued regardless of background or experience. Flexible working arrangements allow team members across Indonesia—and beyond—to balance professional ambitions with personal wellbeing. The company invests heavily in ongoing training programmes so staff can continually expand their skillsets while staying ahead of industry trends. Recognition as a Great Place To Work further underscores its reputation as an employer dedicated not just to business outcomes but also employee happiness. Here you’ll find yourself surrounded by knowledgeable peers who share your passion for making a difference—whether it’s enhancing brand visibility or improving customer engagement—and who celebrate each other’s successes along the way.

What's next:

If you’re ready to take your career in customer success management to new heights within a supportive network committed to growth leadership—this is your moment!

Apply today by clicking on the link below, join a team where your talents will be recognised, nurtured, and celebrated.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.