Customer Success Lead

PT Indodev Niaga Internet

Contract

The Customer Success Lead ensures continuous value realization of HRIS solutions to maximize customer lifetime value. This role drives timely renewals, proactive upselling, and strategic system upgrades through value-driven customer engagement. The Customer Success Lead strengthens client relationships, accelerates feature adoption, mitigates churn risk, and ensures customers renew and expand their HRIS services on time.

Requirements:

- Bachelor's or Master's Degree in Economic, Business, Information Technology, or related field;- Minimum 2–3 years experience in Customer Success, Account Management, or SaaS Sales;- Commercial mindset with experience in renewals and account expansion ; - Strong presentation, negotiation, and consultative selling abilities;- Analytical mindset with a customer centric approach; - Ability to work cross-functionally and manage multiple accounts.

Key Responsibilities:

Leadership & Strategy

• Oversee and coach Sales Support Officer team members to adopt a more proactive approach in engaging clients.

• Act as the escalation point for critical customer issues and renewal risks.

• Identify strategic expansion opportunities within the customer base and convert them into measurable revenue.

Customer Satisfaction

• Build and maintain strong relationships with key customer stakeholders and decision-makers.

• Lead regular business reviews to assess customer satisfaction, performance, and future opportunities.

Financial Management

• Ensure timely contract renewals and accurate revenue forecasting.

• Monitor and manage revenue performance, pipeline coverage, and renewal risks.

• Drive profitability by balancing customer investment with commercial outcomes.

Learning & Growth

• Stay up to date with HRIS trends, regulatory changes, and industry best practices.

• Continuously improve customer success processes and tools.

Benefit

• Overtime: As per Prevailing Regulation