job description
Are you a strategic thinker with a passion for turning customer challenges into long-term growth opportunities? Cadvision Systems Penang Sdn. Bhd. is seeking a dynamic Customer Success Manager to join our team in Bali, Indonesia. In this pivotal role, you will serve as a trusted business advisor, delivering innovative solutions that drive customer satisfaction, retention, and revenue growth.
As a Customer Success Manager, you will be the bridge between our clients and our internal teams, ensuring seamless onboarding, proactive engagement, and continuous value delivery. Your ability to understand client needs, anticipate challenges, and provide data-driven recommendations will be key to fostering lasting partnerships. This is an exciting opportunity to shape the customer experience while contributing to the company’s expansion in a fast-paced, technology-driven environment.
If you thrive in a collaborative, results-oriented culture and are eager to make a tangible impact, we want to hear from you. Join us in redefining customer success and unlocking new opportunities for growth.
Responsibility
- Develop and execute customer success strategies to drive adoption, retention, and expansion of services.
- Act as the primary point of contact for assigned clients, building strong, trust-based relationships.
- Conduct regular business reviews to assess client satisfaction, identify risks, and uncover upsell opportunities.
- Collaborate with cross-functional teams (Sales, Product, Support) to ensure client needs are met and issues are resolved promptly.
- Monitor key performance metrics (e.g., NPS, churn rate, product usage) and provide actionable insights to stakeholders.
- Create and deliver tailored onboarding plans, training sessions, and best practice recommendations to maximize client value.
- Advocate for customer needs internally, influencing product roadmaps and service improvements.
- Stay updated on industry trends and competitive landscapes to position Cadvision Systems as a leader in customer-centric solutions.
Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or a related field. MBA or relevant certifications (e.g., CSM) are a plus.
- Proven experience (3+ years) in Customer Success, Account Management, or a similar client-facing role, preferably in the tech or SaaS industry.
- Strong analytical skills with the ability to interpret data and translate insights into strategic actions.
- Excellent communication, presentation, and negotiation skills in English.
- Demonstrated ability to manage multiple client accounts, prioritize tasks, and meet deadlines in a fast-paced environment.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
- Passion for problem-solving, with a proactive and solution-oriented mindset.
- Experience working in a remote or hybrid setting is advantageous.