Customer Success Manager

Customer Success Manager at Whale Role Description

We are seeking a seasoned

Customer Success Manager (CSM)

to own strategic customer relationships across Indonesia. You will partner closely with enterprise and mid‑market customers to drive adoption, business value, and measurable outcomes from our AI solutions.

This role sits at the intersection of customer management, technical orchestration, and program delivery. You will collaborate with sales, presales, product and engineering to ensure smooth onboarding, high platform utilization, renewals, and account expansion.

Key Responsibilities Customer Ownership & Relationship Management

Serve as the primary post‑sales point of contact for assigned accounts in Indonesia.

Build trusted advisor relationships with business, operations, and technical stakeholders.

Develop joint success plans aligned to customer objectives and ROI metrics.

Lead Quarterly Business Reviews and executive reporting.

Onboarding & Adoption

Orchestrate implementation hand‑offs from presales and delivery.

Ensure customers are successfully onboarded, trained, and enabled on our AI platform.

Proactively identify adoption risks and build mitigation plans.

Monitor platform usage, performance, and customer health.

Translate technical outcomes into operational and business value.

Lead renewal planning and collaborate on upsell/cross‑sell opportunities.

Act as customer advocate internally, prioritizing critical product gaps and enhancements.

Program & Technical Stewardship

Coordinate with engineering on POCs, pilot rollouts, performance tuning, and troubleshooting.

Document best practices, playbooks, and scalable success processes.

Qualifications Required

5–8+ years in Customer Success, Account Management, or Post‑Sales in SaaS, AI, or Analytics Technology.

Strong ability to translate technical capabilities into business outcomes.

Hands‑on experience with data analysis (Excel, SQL basics, or similar).

Experience using BI platforms (e.g., Power BI, Tableau, Looker, Metabase, or similar) to build reports and insights.

Proven track record driving adoption, renewals, and expansion.

Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.

Excellent communication skills in English and Bahasa Indonesia.

Preferred

Exposure to AI, Computer Vision, LLM, or data platforms.

Background in structured onboarding programs, QBRs, and customer success metrics.

Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients.

Demonstrated ability to work independently and remain motivated.

Job Details

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Customer Service

Industries: IT Services and IT Consulting

#J-18808-Ljbffr