Customer Success Manager

About Nimbly Nimbly is an AI-enabled, multi-product solution designed for large-scale operations. Our mobile platform simplifies the implementation of standard operating procedures for frontline workers and provides management with real-time visibility down to the store level.In today’s post-COVID world, where frontline labor shortages and staff turnover are at an all-time high, Nimbly helps organizations drive efficiency and productivity at scale. We are currently present in 11 APAC and US markets, with plans to expand further globally.Built by passionate founders and backed by leading VCs, Nimbly enables best-in-class companies such as KFC, 7-Eleven, Adidas, and Decathlon to become more agile, deploying digital routines that ensure consistency in product quality and customer experience.We are looking for a Customer Success Manager (CSM) to join our growing team and ensure client success, retention, and growth.ResponsibilitiesLead and manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of Nimbly’s solutionsBuild and maintain strong relationships with key stakeholders, acting as the primary point of contact for client inquiries, escalations, and account managementServe as a client advocate within Nimbly, representing customer needs and feedback to internal teams, while driving continuous product and service improvementsConduct client training sessions and workshops to educate users on solution features and functionalities, enabling them to maximize adoption and realize business valueDrive solution adoption and engagement by monitoring usage metrics, proactively identifying risks or gaps, and recommending corrective actionsMonitor customer health and satisfaction through regular check-ins, surveys, and performance reviews; develop strategies to address issues or concernsConduct Quarterly Business Reviews (QBRs) with clients to review performance, demonstrate value, align on goals, and identify opportunities for growthIdentify upselling and cross-selling opportunities to expand product adoption and increase client lifetime valueProactively manage renewals, ensuring high retention rates and uncovering opportunities for expansion within existing accountsCollaborate cross-functionally with Technical Support, Product, and other internal teams to resolve issues and deliver timely solutionsQualificationsMinimum 3+ years of experience in customer success, preferably in the F&B and Retail industry; sales experience is a plusStrong communication and interpersonal skills, with fluency in English; proficiency in Chinese is an advantageBased in Indonesia, with willingness and ability to travel extensively for client visitsAbility to multitask and prioritize responsibilities effectively in fast-paced environmentsProven experience with CRM systems and other customer success toolsDetail-oriented with excellent organizational and problem-solving skillsEnthusiastic, self-motivated, and able to work independentlyStrong business acumen and ability to translate client insights into measurable resultsBenefits at NimblyCompetitive salarySocial Security and Health Insurance BenefitsFriendly and dynamic work environmentOpportunity to take part in growing SaaS company