Delivery Lead (Customer Success Manager)

We're looking for a dynamic and visionary Delivery Lead to own the entire customer lifecycle—from the first technical pitch to strategic long-term growth and optimization. You won't just manage accounts; you'll be the trusted advisor to C-Suite stakeholders, driving product adoption, identifying high-impact growth opportunities, and leading a team that executes flawless technical solutions.Key ResponsibilitiesLead, organize, and execute the onboarding of new clients, ensuring smooth knowledge transfer and solution deployment.Engage with clients regularly through quarterly business reviews, roadmap presentations, and product training sessions.Drive presales activities including solution design, technical presentations, product demonstrations, and proposal support.Manage change requests and incident response according to SLA, leveraging deep product knowledge and client context to offer effective solutions.Analyze product usage data and key business metrics to proactively improve adoption, prevent churn, and uncover upselling opportunities.Identify and close gaps between client expectations and business performance of the solution (e.g., talkbot), and lead optimization initiatives with internal task forcesPartner with the sales team in renewal, upselling, and account expansion efforts by aligning technical solutions with customer growth stages.Act as a trusted advisor to C- and D-suite stakeholders, guiding clients on both technical and business aspects.Manage and mentor the delivery/presales team to ensure consistent quality of service and scalability of operations.Key RequirementsMinimum 8 years of experience in presales, solution consulting, customer success, or account management within enterprise technology or related industries.Proven experience in technical presales (solution design, proposal development, product demos, RFP/RFI handling) and customer success (renewals, upselling, adoption, and retention).Prior experience in fintech, martech, or enterprise software/services is highly advantageous.Strong communication skills with proven track record working with C- and D-suite stakeholders.Fluency in English, Mandarin is a plus.Capabilities & PersonalityStrong leadership skills with the ability to manage, mentor, and grow a team.Excellent communication, presentation, and negotiation skillsEmpathetic and confident in handling client concerns, complaints, or conflict resolution.Data-driven decision maker; able to quickly identify trends and resist unsupported assumptions.Strong prioritization and time management skills.Problem-solving mindset with a “take charge” personality and consistent follow-through.Onsite working at EightyEight@kasablanka, Jakarta Selatan.