Strategic Customer Success Manager
Salary: Rp 15.000.000 – Rp 20.000.000 per month
Strategic Customer Success Manager
Job Purpose
The Strategic Customer Success Manager is responsible for managing and strengthening strategic customer relationships, particularly with Banks and Non-Bank Financial Institutions.
The role proactively identifies customer concerns, critical issues, emerging risks, and unmet needs beyond day-to-day operational support. The position acts as the Voice of Customer internally, translating customer insights into actionable recommendations for management and relevant internal teams.
This role does not own day-to-day incident handling or technical support, which remains under the responsibility of the Support function.
Key Responsibilities
1. Strategic Customer Relationship Management
Build and maintain strong, trusted relationships with key customers and stakeholders.
Establish regular communication with customer stakeholders to understand their business priorities, concerns, expectations, and overall satisfaction.
Conduct regular customer check-ins, business reviews, and strategic discussions.
Develop a clear understanding of each strategic customer's business environment, priorities, and challenges.
Act as a strategic point of contact between customers and the company.
2. Proactive Identification of Critical Issues
Proactively identify customer concerns that may not yet be formally raised through the Support channel.
Conduct structured probing and discussions to uncover the root cause behind customer concerns, rather than focusing only on reported symptoms.
Identify recurring issues, emerging risks, dissatisfaction, and potential escalation before they become major customer problems.
Distinguish between operational issues and issues that require management attention.
Monitor customer sentiment and relationship health.
3. Critical Issue & Escalation Management
Monitor critical customer issues and ensure appropriate internal stakeholders are engaged.
Coordinate with Support, Product, Engineering, Operations, and other relevant teams when strategic customer concerns require cross-functional attention.
Ensure that critical issues receive appropriate visibility and follow-up internally.
Monitor the progress and customer impact of critical issues without taking over the operational resolution responsibility.
Ensure customer concerns are properly communicated back to the customer through the appropriate channel.
Escalate significant customer risks to management with clear context, impact, and recommended actions.
4. Voice of Customer & Customer Insights
Capture and consolidate customer feedback, concerns, expectations, and product needs.
Identify patterns and trends across customers, particularly recurring or systemic issues.
Translate customer feedback into actionable insights for Product, Technology, Support, Operations, and Management.
Identify potential gaps between customer expectations and current product/service capabilities.
Provide recommendations based on customer insights and business impact.
5. Customer Health Monitoring
Develop and maintain a clear view of strategic customer health.
Monitor indicators such as:
Customer satisfaction
Relationship strength
Recurring issues
Critical unresolved concerns
Customer sentiment
Escalation frequency
Product adoption/usage where relevant
Emerging customer risks
Identify early warning signals that may indicate declining customer confidence or relationship risk.
Maintain customer health assessments and action plans.
6. Management Reporting
Prepare regular customer health and strategic customer reports for management.
Provide management with visibility into:
Key customer concerns
Critical issues
Emerging risks
Customer sentiment
Recurring/systemic issues
Product/service gaps
Customer expectations
Recommended management actions
Provide concise executive-level summaries and highlight issues requiring management attention.
Track key customer trends over time and provide recommendations for improvement.
7. Cross-Functional Collaboration
Work closely with Head of Support to ensure strategic customer concerns are aligned with operational issue management.
Collaborate with Product and Engineering teams to communicate customer needs and systemic product concerns.
Work with Operations and other internal stakeholders to address customer experience gaps.
Facilitate cross-functional discussions when customer issues require coordination across multiple teams.
Ensure customer feedback is converted into actionable internal initiatives where appropriate.
8. Customer Experience Improvement
Identify opportunities to improve the overall customer experience.
Recommend improvements to customer communication, processes, product experience, and service delivery.
Participate in customer journey and experience improvement initiatives.
Establish feedback mechanisms to continuously understand customer expectations.
Requirements:
Education
Bachelor's degree in Information Technology, Computer Science, Engineering, Management, or a related field.
Experience
5+ years of experience in Customer Success, Customer Experience, Account Management, Service Management, Consulting, or a related role.
Experience working with Banks, Financial Institutions, Fintech, Insurance, Multifinance, or other regulated industries is highly preferred.
Experience managing enterprise customers and senior stakeholders is preferred.
Experience in an IT/Product/SaaS/Technology company is highly preferred.
Skills & Competencies
Strong stakeholder management
Excellent communication and interpersonal skills
Strong questioning, probing, and listening skills
Strong analytical and problem-solving abilities
Ability to identify root causes and business impact
Strong escalation and issue management skills
Strong presentation and executive reporting skills
Ability to translate customer feedback into actionable insights
Strong cross-functional collaboration
Good understanding of IT products, systems, and technology environments
Ability to communicate effectively with both business and technical stakeholders