Customer Success/ Indonesia

Founded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform, helping telco operators launch and operate successful digital brands. Today, Circles is partnering with operators in 14 countries across 6 continents with the mission to deliver digital experiences to millions of people through our businesses.
With Circles.Life, our digital lifestyle brand established in Singapore, we empower and delight customers by offering digital experiences that go beyond traditional telco services. Circles.Life is powered by the same SaaS platform and go-to-market strategies developed by Circles, serving as a market-leading example of digital innovation and the future of telco. Circles.Life has earned numerous accolades over the years, including "Best Use of MarTech" at the CX Asia Excellence Awards and #1 in Singapore's Best Customer Service Award.

Circles also powers Jetpac, a leading innovator in travel technology and premium eSIM solutions that offers travellers seamless global connectivity in over 200 countries and innovative, hassle-free roaming experiences. Jetpac has set new benchmarks for travel connectivity, winning accolades such as Travel Product of the Year at the Asian Telecom Awards and Travel eSIM of the Year by International Business Times.

Circles is backed by global investors such as Peak XV Partners (formerly Sequoia), Warburg Pincus, EDBI, and Founders Fund – renowned institutions with a track record of backing industry-shaking innovators.

About this role:
Circles.Life is seeking a proactive and results-oriented Customer Success Manager to enhance customer satisfaction, drive adoption of telecom products and technologies, and foster long-lasting relationships with key stakeholders. This role demands a strong blend of customer-centricity, technical expertise, and exceptional communication skills. The ideal candidate will have a proven track record in managing senior telco relationships and the ability to influence and align stakeholders in complex scenarios.

WHAT YOU'LL DO

1. Customer Engagement & Relationship Management
   Act as the trusted advisor for customers, prioritizing and empathizing with their needs to deliver tailored telecom solutions. Build strong rapport with senior stakeholders within customer organizations and within Circles.Life. Maintain and grow relationships with senior telco executives, leveraging existing networks to foster partnerships and business growth.
2. Technical Expertise in Telecom
   Demonstrate a deep understanding of telecom products and technologies, including 5G, IoT, and advanced connectivity solutions. Guide customers in adopting telecom solutions, articulating the value of complex technologies in solving business challenges.
3. Effective Communication & Stakeholder Management
   Present ideas clearly and persuasively, ensuring all stakeholders understand and align on key objectives. Influence and convince customers to take on challenging tasks, navigating objections and driving consensus.
4. Organizational & Coordination Skills
   Collaborate with internal teams across Circles.Life, ensuring smooth coordination between product, marketing, and technology functions. Establish structured processes to ensure customer success, including timelines, deliverables, and reporting mechanisms.
5. Customer Success Strategy
   Develop strategies to ensure customer satisfaction and drive telecom solution adoption. Proactively identify customer challenges and work collaboratively to provide resolutions that enhance the overall experience.

Required Qualifications

1. Experience
   Proven track record in managing senior telco relationships with demonstrated successes. Strong understanding of telecom products and technologies (e.g., 5G, IoT) and their applications. Experience influencing and convincing customers in challenging situations. Demonstrated ability to work effectively in a collaborative, stakeholder-driven environment.
2. Skills
   Customer-centric mindset with the ability to empathize and prioritize customer needs. Exceptional communication skills, including impactful presentations and active listening. Strong organizational skills, able to work seamlessly within matrixed organizations.

Preferred Qualifications
Experience working in high-growth or dynamic telecom environments. Background in customer success management or similar customer-focused roles.