Customer Success Manager, Platform Team (SaaS)

TL;DR

Customer Success Manager, Platform Team (SaaS): Maximizing client value from the hirify.global platform by providing expert guidance, solving inquiries, and driving product adoption with an accent on product expertise and strategic support. Focus on optimizing customer support processes, collaborating cross-functionally, and enhancing customer satisfaction.

Location: Hybrid schedule, requiring three days per week in the Jakarta office

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver great customer experiences and drive business value through composable intelligence and AI-powered decisioning.

What you will do

• Drive product adoption and enable clients to maximize hirify.global utilization.
• Serve as the primary contact for inbound customer inquiries, providing timely solutions.
• Become a hirify.global product expert, mastering the dashboard and integration processes.
• Collaborate with cross-functional teams to deliver seamless customer experiences.
• Contribute to improving internal processes and support strategies.
• Proactively identify opportunities to enhance customer satisfaction.

Requirements

• 2-3 years of work experience, ideally supporting a technical SaaS product.
• Excellent communication skills and a customer-centric attitude.
• Strong problem-solving skills and critical thinking.
• Ability to manage a high volume of customer inquiries and escalations effectively.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Basic Programming (HTML, SQL).
• Strong written and verbal English skills are essential.

Culture & Benefits

• Competitive compensation, potentially including equity.
• Flexible paid time off.
• Comprehensive medical, dental, vision, life, and disability benefit plans.
• Family services including fertility benefits and equal paid parental leave.
• Professional development supported by career pathing, learning platforms, and a yearly stipend.
• Curated in-office employee experience fostering community and innovation.
• Opportunities to give back to the community and Employee Resource Groups.
• Collaborative, transparent, and fun culture.