Senior Customer Success Manager

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Provide strategic direction to enhance account objectives and business ambitions.

• Take ownership of customer growth, satisfaction, and contract renewals within the designated portfolio.

• Foster relationships with key decision-makers, influencers, executive sponsors, and partner representatives.

• Identify, influence, develop, and realize opportunities to increase customer business volume.

• Convert results into actionable strategic and commercial outcomes.

• Detect risks to customer growth, satisfaction, or renewals and implement mitigation strategies.

• Coordinate with domain experts to achieve account-plan objectives.

• Work collaboratively with internal and external teams to provide a premier customer experience.

• Manage direct communications and resolve any escalations.

• Grasp customers' strategic priorities, KPIs, growth initiatives, business challenges, and opportunities.

• Enhance EDB platform adoption through best practices, product-suite implementation, and technical support for product optimization.

• Act as a liaison between product management and customers regarding feature collaboration and the EDB roadmap.

⛳️ Requirements

• Must be an Indonesian citizen or hold permanent residency.

• 5-10+ years of experience in account management, solution engineering, or client services within enterprise technology.

• Proven experience managing multi-million-dollar portfolios of recurring revenue.

• Knowledge of technology account management.

• Extensive experience in building customer relationships.

• Familiarity with database deployment and business models.

• Experience engaging strategically with systems integrators, distributors, or resellers.

• Background in strategic business and technology leadership discussions.

• Program and project management experience.

• Experience with relational databases such as PostgreSQL, MySQL, Oracle, SQL Server, Sybase, or DB2; active use or administration of these databases.

• Solid understanding of relational database concepts.

• Experience in software installation and troubleshooting.

• Exceptional oral and written communication abilities.

• Experience with executive-level presentations and public speaking.

• Strong organizational skills, attention to detail, and commitment to quality.

• Ability to articulate value at all internal and external levels.

• Capability to identify and address risks.

• Proficiency in developing, implementing, monitoring, and driving account plans.

• Ability to manage multiple concurrent projects and accounts in steady-state or maintenance mode.

• Competence in leading complex projects involving planning, data analytics, change management, QA, escalation management, and ongoing support.

• Experience in identifying and mapping customer organizational structures.

• Strong management and business acumen.

• Proven multi-year track record of building relationships with VP-level and Director-level executives.

• Proven multi-year track record of identifying additional business opportunities for accounts.

• Ability to work independently as well as collaboratively within a team.

• Experience transitioning between C-level executives, technical leaders, program managers, and industry-level business discussions.

• Success in a dynamic, high-growth company environment.

• Bachelor's degree required; MS or MBA is preferred but optional.

• Willingness to travel up to 40%.

🏝️ Benefits

• Access to CuraLinc for health and wellness advice and practices.

• Wellness Fridays available until December 2026.

• Region-specific benefits offered; employees are encouraged to refer to the career site and Talent Acquisition team for further details.