job description
Are you a passionate Customer Success Manager looking to make a meaningful impact in a dynamic, international environment? MicroSourcing is seeking a dedicated professional to join our team in Bali, Indonesia, where youâll play a pivotal role in driving customer satisfaction, retention, and growth.
In this role, youâll be the bridge between our clients and our solutions, ensuring seamless onboarding, proactive engagement, and long-term success. Your ability to build strong relationships, understand client needs, and deliver data-driven insights will be key to your success. We celebrate your 100%âyour unique skills, dedication, and commitment to excellence.
Based in one of Baliâs most vibrant locations (Canggu, Ubud, Denpasar, or surrounding areas), youâll enjoy a collaborative work culture, competitive compensation, and the opportunity to grow with a forward-thinking company. If you thrive in a fast-paced, customer-centric environment, weâd love to hear from you!
Responsibility
- Develop and maintain strong, long-lasting relationships with clients to ensure high levels of satisfaction and retention.
- Proactively engage with customers through regular check-ins, QBRs (Quarterly Business Reviews), and strategic account planning.
- Identify upsell and cross-sell opportunities to drive revenue growth and expand client accounts.
- Collaborate with sales, marketing, and product teams to align customer needs with company solutions.
- Monitor and analyze customer health metrics (e.g., NPS, churn risk, product usage) to mitigate risks and improve outcomes.
- Serve as the voice of the customer, providing feedback to internal teams to influence product and service improvements.
- Create and deliver tailored onboarding plans, training sessions, and documentation to ensure smooth client adoption.
- Resolve escalated customer issues efficiently, ensuring timely and satisfactory resolutions.
Qualifications
- Bachelorâs degree in Business, Marketing, Communications, or a related field (or equivalent experience).
- Proven experience (3+ years) in Customer Success, Account Management, or a client-facing role within SaaS, tech, or hospitality industries.
- Exceptional communication, presentation, and interpersonal skills with fluency in English.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Experience using CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
- Ability to manage multiple accounts simultaneously while maintaining a high level of organization and attention to detail.
- Passion for customer advocacy and a track record of driving measurable improvements in satisfaction and retention.
- Willingness to work in a hybrid or on-site setting in Bali, Indonesia.