Client Success Manager

Antikode


Tanggal: 3 minggu yang lalu
Kota: Tangerang, Banten
Jenis kontrak: Penuh waktu
We are looking for a passionate Customer Success Manager to join our fast-growing company. In this role, you’ll collaborate closely with cross-functional teams including PM, Sales, and Strategy — to ensure exceptional customer experiences, drive client satisfaction, and help our customers achieve measurable success with our solutions.

Job Descriptions

  • Serve as the primary point of contact for day-to-day communications with Loyalty clients.
  • Build trusted relationships with key client stakeholders (brand managers, ops teams, CRM leads).
  • Translate client feedback and requests into actionable briefs for all stakeholders.
  • Proactively update clients on ongoing initiatives, timelines, and performance.
  • Conduct regular check-ins (weekly/biweekly) to align on progress and upcoming priorities.
  • Manage loyalty project delivery from activation to post-launch, including handover and training sessions for client brand operations teams to ensure smooth adoption and usage.
  • Maintain up-to-date documentation of all ongoing Loyalty Project activities, requests, and deliverables.
  • Track performance metrics (e.g., user engagement, redemption rates, NPS) in collaboration with PM & Strategy teams.
  • Identify upsell or improvement opportunities (e.g., new features, design refresh, campaign support).
  • Support renewal or expansion discussions with client teams by showcasing project value.
  • Work closely with the Loyalty PM to ensure tasks are well-scoped, prioritized, and communicated clearly.
  • Coordinate with design, development, and data teams to ensure timely delivery and consistency.
  • Provide clear documentation of client needs, project changes, and meeting notes for the team.
  • Support the PM Lead & Loyalty Team in improving the Loyalty client management framework.
  • Produce client-facing reports (monthly/quarterly) summarizing performance, highlights, and next steps.
  • Monitor key account health indicators, response time, issue resolution, sentiment trends.
  • Consolidate feedback from clients and internal teams to identify process or communication improvements.

Job Requirements

  • Assist 2–3 years of experience in Client Management, Account Servicing, or Customer Success, ideally in digital, loyalty, or tech-driven businesses.
  • Strong understanding of digital campaign ecosystems, CRM/loyalty programs, or agency operations.
  • Bachelor’s degree in Business, Marketing, Communication, or related fields.
  • Excellent verbal and written communication (English & Bahasa Indonesia).
  • High empathy and emotional intelligence, able to read tone, de-escalate tension, and build long-term trust.
  • Proactive and structured, never wait for instructions to act.
  • Strong organization & prioritization skills, you can handle multiple accounts without dropping a detail.
  • A problem-solver at heart, you see issues as puzzles to solve, not problems to panic about.
  • Analytical mindset, able to interpret data or campaign performance results.
  • Collaborative mindset, you know when to handle things yourself and when to involve other stakeholders.
  • Proficiency in collaboration tools like ClickUp, Lark, Slack, or similar.
  • Basic understanding of GA4, CRM metrics, or reporting visualization tools is a plus.

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