Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Building strong relationships with customers in Indonesia, ensuring they realize maximum value from hirify.global solutions, and driving long-term satisfaction and retention. Focus on proactive engagement, value realization through use case identification, and advocating for customer needs internally.

Location: Must be based in the Indonesia region and travel across Indonesia (30-40%) for face-to-face customer engagement.

Company

hirify.global is a product company that builds fast data platforms, serving over 10,000 worldwide customers.

What you will do

• Serve as the primary post-sale contact for assigned customers, fostering trust and understanding their business goals.
• Proactively engage customers to ensure successful onboarding and continued adoption of hirify.global solutions.
• Drive value realization by identifying use cases, delivering regular business reviews, and mitigating churn risks.
• Advocate for customer needs internally, collaborating with Product, Support, and Engineering teams.
• Identify and nurture expansion opportunities within accounts, partnering with Sales for upsell/cross-sell initiatives.
• Work closely with cross-functional teams to ensure a seamless customer experience and represent the voice of the customer.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies.
• Must have experience with onsite, face-to-face customer engagement in the Indonesia market.
• Strong understanding of cloud services, data platforms, or related technologies.
• Proven exposure to enterprise clients in the Financial Services industry and an understanding of common Fintech use cases.
• Exceptional interpersonal, verbal, and written communication skills (English).
• Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention.

Nice to have

• Experience with hirify.global or any other NoSQL database.
• Experience with software development (Java, .NET, Python).
• Some experience with DBaaS (relational or non-relational).

Culture & Benefits

• Competitive compensation and benefits package.
• Remote-first work environment with a flexible schedule (company-wide, not role-specific).
• Opportunities for professional growth and career development.
• A dynamic, collaborative, and innovative work culture.
• Commitment to diversity and inclusion.