Customer Success Manager - Indonesia

Insider • Full-time • Indonesia, ID • 1d ago

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.
Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, andthe results speak for themselves.
From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

What You Will Do

Being the main point of contact that meets/talks to the partner the most. No one else in the company knows the partner better than you do.
Having the ownership to understand the partner’s business, their needs, the stakeholders involved, and communicate this internally.
Discovering best-fit features and use cases to drive high-impact results.
Overseeing product/feature adoption levels and helping your customers set relevant objectives and success metrics.
Conducting regular check-in calls with customers to ensure product adoption and execution timelines are on track.
Being responsible for making sure that things get done internally and externally, liaising with the different parties involved.
Executing the Project Management role and owning the overall lifetime of success with relevant parties, starting from onboarding to the next steps of the life cycle stages.
Monitoring Health Score and CSAT metrics and setting quarterly/monthly action plans to achieve the next success milestone.

What You Will Need

A university degree in Business, Marketing, Engineering, or related fields
To have, to some extent, digital marketing–related experience in a customer-oriented position
To show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients
To cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance, with superior project and time management skills. A keen eye for detail is a plus!
Passion for testing, measuring, and improving outreach and following up on effectiveness
The ability and flexibility to work in a fast-paced startup environment
Solid understanding of basic web concepts and digital marketing.

What We Offer

Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.
Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.
Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.
Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.
Help build the team you want to work with and enjoy rewarding referral bonuses.
Opportunities to give back to your community through volunteering and purpose-driven social impact projects.