Customer Success Lead

We at Indepay | Setara Networks are here to revolutionize the Indonesian payment ecosystem by introducing one-click checkout services to make transactions zero-fee, instant, and rewarding for the consumer.

On one side, we’re working with financial institutes to enable real-time account-to-account transfers through our platform, and on the other side, we’re giving consumers a reliable and secure payment experience that surpasses anything else they’ve experienced in the Indonesian ecosystem.

Where We Are Now: Series A Startup with Boundless Opportunities!

Our Vision for Payment Transformation: We’re on a mission to disrupt the traditional online payment landscape. By pioneering a faster, safer, and incredibly simple payment solution, we're challenging the status quo of virtual account payments and setting a new standard for seamless transactions, enabling payment in just 20 seconds powered by the open banking regulatory framework.

Strategic Partnership with Top Brands: As we build a new category in one-click fast payments, you'll have the opportunity to work alongside industry leaders, partnering with top-tier D2C brands ranging from telco providers, banks, FnB, and OTT to create a network that redefines the future of online payments.

Your Opportunity to Innovate: If you're passionate about innovation and eager to make a significant impact, this is your chance to be part of something truly transformative and create value.

We are looking for a seasoned B2C Customer Success professional for this position, preferably in payments/B2C e-commerce/etc. The ideal Talent must be well versed in driving strategies for onboarding, retention, growth, and loyalty, leading to an unparalleled consumer experience. The candidate should have handled a large customer base (e.g., 1m+) using technology to manage customer touchpoints, used automation for meeting the strategic goals, and enabled a digital experience for customers that stays ahead of the curve.

Join a multicultural team at the epicenter of transforming Indonesia's future payment industry. Seize this rare opportunity to be a game changer in an environment that thrives on innovation and collaboration. Don't miss out on the chance to be part of a live, dynamic company ready to soar to new heights in the coming year.

Ready to simplify and revolutionize transactions? Apply now and let's embark on this exciting journey to reshape the world of payments together! #IndepaySetaraJourney #PaymentsInnovation

What your current role should be like?

• You are experienced in managing customer success for large-scale, B2C consumer-facing apps or portals, ideally in payments, e-commerce, or similar domains, with a proven track record of handling 1M+ customers and driving customer retention, loyalty, and growth strategies.
• You are skilled in using technology to manage customer touchpoints and enhance engagement through automation, data analysis, and customer insights.
• You have led cross-functional collaboration with sales, tech, and marketing teams to improve customer experience and ensure strategic goals are met.
• You are well-versed in metrics like NPS/CSAT and have implemented frameworks to optimize customer satisfaction and loyalty.
• Your role has required a balance of strategic planning and hands-on execution, ensuring seamless onboarding, retention, and issue resolution processes while leveraging tools like Salesforce and Google Optimize.

What will you do?

• Design and develop customer-focused processes for ensuring customer success.
• Own the client journey from onboarding to growth.
• Collaborate with internal teams across sales, tech, and marketing to ensure all customer queries are addressed in a timely manner.
• Gather intelligent product feedback and recommendations from the customers.
• Develop, manage, and maintain training paths for customer success team members.
• Work on complete lead lifecycle and management using CRM software and update internal teams by creating progress reports.
• Implement the customer engagement strategy for the organization.
• Evaluate, review, and adjust performance in real-time and provide analysis to validate success.
• Create and manage customer support framework where all queries & issues are solved quickly to improve customer experience.

Requirements

What do you have?

• B. Tech/ M. Tech/MCA/MBA from a premier institute with 8+ years of relevant experience.
• ~2+ years experience as lead in managing customer success for large scale customer-facing apps/portals. Additional experience/understanding of call center ops, analytics, and technology in the space are appreciated.
• Strong understanding of both consumer and business targeting and full funnel penetration (B2C and B2B).
• Strong collaboration, follow-up, and leadership skills, with the ability to manage influence through persuasion, negotiation, and consensus building.
• Expert level competency in research on best-in-class web/online/app experiences.
• Strong ability and experience to interpret digital performance and make recommendations based on data.
• Hands-on experience with engagement tools like Google Optimize and Salesforce Interaction Studio.
• Experience with Google Suite, Salesforce, and Marketing Automation tools like Marketing Cloud.
• Ability to think analytically and creatively with a proven track record of using insights to drive performance.
• Strong focus on results, using NPS/CSAT/other metrics to drive improvements in CX.
• Prior experience managing and optimizing CMS deployments.
• Prior experience in distribution channel-based networks.
• Successful delivery of sales and operational excellence projects is appreciated.
• Ability to work in a dynamic and fast-paced environment.
• You preferably have payment domain knowledge.
• You have a background in a startup and/or a product company is preferable.
• You thrive in a dynamic and fast-paced environment.
• You deliver on your commitments without fail.
• You have an analytical and data-driven approach in day-to-day work.
• You are always energetic and work well under pressure.
• You are affable and know your way around the organization.
• You have excellent communication skills and have the ability to impact and influence.
• You have an unparalleled attitude and determination to succeed against all odds.
• You can multi-task and have excellent time management and prioritization skills.
• You are a strategic thinker who understands business opportunities to create a competitive advantage.
• You have excellent problem-solving and analytical skills, and can think outside the box to proactively provide the right solution.
• You have a keen eye for detail.
• You stay positive and bring out the best in a team.
• You are independent, self-motivated, and a fast learner.
• Patience and perseverance are your key attributes.

What do we offer?

You will be working alongside other passionate and talented people in a beautiful, spacious, and well-lit office with all the perks and flexibility of a coveted technology product company. Besides, you will have a sense of purpose and excitement as we offer:

• An opportunity to make a positive impact on the world by providing basic financial services to unbanked and underbanked people worldwide.
• An opportunity to define and develop a product for the global market.
• An opportunity to be part of the core team who will build a global company and define its culture and processes.
• An opportunity to move horizontally or vertically across geographies through multiple career paths.
• An opportunity to work at the frontier of modern banking solutions technology.

Of course, we do have competitive salaries, long-term incentives, and many other generous benefits. We promote an entrepreneurship culture and look forward to a budding ground for future entrepreneurs.