Customer Success Specialist (Bali)

Job Overview

At Chronicle, we believe in creating genuine, lasting connections with our customers—treating each one as a valued partner in our journey. We’re looking for a Customer Success Specialist who is passionate about people, proactive in problem-solving, and excited to keep learning every day.

You’ll serve as the friendly face (and voice) of our company, guiding customers through onboarding, ensuring they get the most from our software, and continuously refining our customer success processes. A big part of this role is keeping our knowledge base accurate and helpful and exploring ways we can harness AI to enhance our services. If you love connecting with people, finding creative ways to make processes better, and are open to relocating to beautiful Bali, this could be the perfect next step for you.

Responsibilities include and are not limited to

Customers Relationship Management

• Develop and maintain strong, long-term relationships with customers across various communication channels (phone, email, chat, etc.).
• Serve as a trusted partner to customers, understanding their needs and proactively offering solutions and addressing their concerns effectively.

Onboarding & Support

• Guide new customers through our onboarding journey, ensuring they start off on the right foot and smoothly transition from the sales team.
• Respond swiftly and effectively to inquiries and issues via phone, email, and online chat, helping customers navigate the Chronicle platform with confidence.
• Continuously enhance customer engagement and education, driving usage and adoption of our platform.

Champion Continuous Improvement and Growth

• Keep our knowledge base current and user-friendly, equipping both customers and internal teams with accurate resources.
• Identify areas for enhancement in our customer success processes, bringing fresh ideas to the table and collaborating on solutions.
• Leverage critical thinking and a problem-solving mindset to address customer challenges effectively.
• Contribute to the company’s growth through renewal and back-end sales

Embrace Product & AI Adoption

• Stay informed about product developments, feature releases, and emerging AI applications relevant to our solutions.
• Train customers and share best practices for integrating AI-driven tools where beneficial.
• Seek out innovative ways to enhance customer success operations using AI and automation.

Project & Contractor Management

• Coordinate contractor relationships for new projects—like aerial or ground surveys—ensuring everything runs smoothly and on schedule.
• Collaborate with internal teams (e.g., GIS) to clarify project details and deliver successful outcomes.

Be the Voice of the Customer

• Advocate for our customers by gathering feedback, spotting recurring challenges, and suggesting product or service improvements.
• Monitor and communicate progress on customer issues to ensure timely and satisfactory resolutions.
• Demonstrate resilience and a strong sense of achievement in ensuring customer satisfaction.

Requirement

• 2–4+ years in a Customer Success Specialist or related role; SaaS industry experience is a plus.
• Excellent English proficiency (both verbal and written) and proven success in a customer-facing position, supporting a diverse range of customers worldwide.
• Proven ability to present and communicate data and issues effectively to senior management.
• Demonstrated track record of developing and implementing successful solutions to internal process and project challenges.
• Strong organizational skills and a proven ability to develop and implement successful internal processes.
• Proven ability to develop and implement effective internal processes and tackle project challenges with creativity and organization.
• Background in Project Management, IT, GIS, engineering, or similar fields is advantageous.
• Openness to learning and applying AI-driven solutions to enhance the customer journey.
• Passion for ongoing personal and professional development.
• Adaptable, with a drive to thrive in a fast-paced, dynamic environment where creative problem-solving is encouraged.

Why Join Chronicle?

• Personal & Professional Growth: We’re big on continuous learning—you’ll have plenty of room to hone your skills, explore new ideas, and work with cutting-edge tech.
• People-Centric Culture: Our success is built on positive, authentic relationships—both with our customers and each other.
• Impactful Work: Your contributions will directly shape our customers’ experience and the future of our platform.
• Beautiful Location: Enjoy the vibrant culture, stunning landscapes, and unique lifestyle that Bali has to offer.

If you’re excited about building meaningful customer relationships, improving processes, and being part of a supportive, innovative team, we’d love to hear from you!