Lowongan Head of Customer Success - Based in Jakarta (Hybrid Working) di PT Jobstreet Indonesia

• Drive key Customer Success metrics:
• Increase user activity on the platform
• Increase user retention
• Increase lifetime value through deeper product adoption, customer satisfaction and overall health metrics
• Drive referrals and support Marketing & Branding to extend brand reach
• Optimize and improve User Experience throughout their Lifecycle:
• Gather insights from users to understand pain points, work with cross-functional teams (e.g. Product, Marketing, Go-to-Market) within SEEK to drive solutions
• Identify risk areas and drivers for disengagement, lead initiatives to re-engage users
• Define Jobseeker and Hirer segments; monitor performance across all cohorts
• Optimize outbound and inbound communications to all users
•  Lead a world-class Customer Success team:
• Recruit, develop and manage a highly-skilled and locally-adept Customer Success team
• Develop systems and processes to manage both centralized and distributed workforce
• Build company-wide culture of Customer Success
• Align initiatives with Strategy as part of the JSE Leadership Team

The successful candidate should meet the following requirements: 

• Bachelor's degree, preferably Economics, Business, Engineering – other majors are welcome
• 6-8+ years of experience driving high-impact customer-focused initiatives, preferably with experience high-growth tech companies, and/or management consulting
• Strong analytical and problem-solving skills, ability to identify gaps and perform root cause analysis, provide and implement solutions
• Deep understanding of customers and previous experience interfacing with customers
• Prior experience in leading a team / cross-functional project, preferably with international stakeholders
• Good people management and leadership skills – experience in collaborating with teams to solve complex problems.
• Advanced proficiency in MS Office, particularly with Excel and Powerpoint
• Good communication and public speaking skills – ability to engage internal and external stakeholders effectively
• Proficient in written and spoken English, as well as Bahasa Indonesia
• Willingness to travel (expected 25-50% travel) 
• Flexible hybrid working arrangement