Customer Success Manager

WIZ.AI's suite of generative AI-powered omnichannel customer engagement solutions is trusted by 260+ global clients to enhance customer experience, improve customer outreach, foster human-AI collaboration, increase business results, and attain higher cost savings. WIZ.AI's solutions automate ten million interactions every hour, helping businesses connect with their customers at the right time with the right message through the right channel. Through its distinct product suite, WIZ.AI offers global reach while facilitating local expertise to its clientsCSM Key Responsibilities:Organize, plan and execute the onboarding of new clientsEngage with clients in a dedicated and regular manner e.g. in quarterly business reviews, roadmaps presentations and product trainingManaging change requests and incident response according to SLA, leveraging on knowledge of product offerings and the client’s business to offer creative problem solvingAnalyze usage data and other relevant business metrics to actively take necessary actions to regulate and improve product adoption and prevent churnIdentify gaps timely between the clients' expectation and the actual business performance of the talkbot, and subsequently, gather the required internal resources for any necessary interventions, or lead the optimization task force to improve the solution.Understand customers’ needs and conduct upselling based on customer fit and their stage of growth.Background & Experience:Bachelor’s degree in Business, Tech, or similar fields3–5 years in a client-facing role — especially in consulting, account management, or customer success, project managerHaving a technical background would be a big plus!Solid track record in renewals, upselling, and growing accountsBonus points if you’ve worked in fintech, martech, enterprise services, or salesComfortable talking with senior leaders (C-level, Directors)Fluent in Bahasa Indonesia and English (spoken & written)Skills & Personality:A great communicator and a strong negotiatorEmpathetic and calm under pressure — especially when handling tough clientsProactive, confident, and always follows throughLoves digging into data and spotting patterns to make smart decisionsCan juggle priorities and manage time wellThinks in solutions, not problems