Customer Success Manager, Jakarta Indonesia

⚡ ABOUT D-EDGE

Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

🚀 Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

📊 D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE’s ever-expanding ecosystem is a positive place to do business and grow.

At D-EDGE we are driven by these 4 key values:

💜 We care about people #PEOPLE FIRST
📣 We dare to share #OPEN COMMUNICATION
🤗 We embrace change #ADAPTABILITY
🤝🏻 We go the extra mile #GO BEYOND

🎯 WHAT YOU'LL DO

D-EDGE is looking for a proactive and customer-focused Customer Success Manager to join our APAC team in Indonesia.

The ideal candidate will be responsible for managing and growing a portfolio of hotel clients by ensuring successful product adoption, client satisfaction, operational excellence, and long-term retention. Acting as a trusted advisor post-sales, you will work closely with both decision-makers and operational teams to help clients maximize the value of D-EDGE solutions.

This role requires strong relationship management, project coordination, and problem-solving skills, as well as the ability to collaborate effectively with cross-functional teams in a fast-paced and international environment.

🦸‍♂️WHAT YOU'LL BRING

Responsibilities

Product Adoption

• Work closely with hotel clients to optimise their distribution strategy and drive long-term growth

• Drive adoption across the D-EDGE product suite through usage and adoption campaigns

• Organise and conduct product demonstrations and training sessions when required

• Coordinate client product upgrades and migration processes

• Support clients in maximising the value and usage of D-EDGE solutions

Operations & Project Management

• Guide clients through onboarding and implementation milestones in collaboration with the implementation specialist

• Coordinate internally with Product, Development, Client Service, and Support teams

• Ensure support and incident communications are properly handled and provide relevant solutions

• Define and maintain client technical setups through schematic diagrams

• Manage client projects, including project scoping, planning, governance, and follow-up actions

• Collect client feedback and collaborate with internal teams to drive continuous improvement

• Develop service plans and strategies to ensure high-quality client service delivery

• Collaborate with the Marketing team to support client testimonials, product ambassadors, referrals, and engagement initiatives

Expansion

• Identify opportunities to enhance or expand product usage within existing accounts

• Collaborate with Sales teams on upsell and cross-sell opportunities

• Support commercial proposals for strategic accounts when required

• Provide strategic recommendations based on client business needs

Satisfaction

• Anticipate client challenges and proactively address potential risks within accounts

• Analyse client needs and ensure alignment across internal stakeholders

• Monitor key customer success KPIs including NPS and CSAT

• Develop and implement action plans to improve client satisfaction and engagement

Retention

• Build strong long-term relationships with clients and act as a trusted advisor post-sales

• Proactively manage account portfolios to drive retention and minimise churn risks

• Lead regular client meetings including business reviews and roadmap discussions

• Analyse account performance and redefine strategies to support client success

• Identify pain points and develop preventive action plans to ensure client satisfaction and loyalty

Requirements

Hard Skills

• Solid experience in customer success, consulting, account management, or project management within a SaaS, hospitality tech, or hotel distribution environment

• Strong understanding of the hospitality industry, hotel distribution, CRS/booking systems, API integrations, connectivity, and hotel technology ecosystems

• Experience managing client projects involving multiple stakeholders

• Familiarity with Salesforce CRM, Excel, PowerPoint, and project coordination tools

• Fluent in English, both written and spoken

• Bahasa Indonesia proficiency is required

Soft Skills

• Strong interpersonal and communication skills with the ability to build trust with both executive and operational stakeholders

• Solution-oriented mindset with strong ownership and accountability

• Excellent organisational and time management skills with the ability to manage multiple priorities independently

• Strong collaboration skills and ability to work effectively across international and cross-functional teams

• Agile, adaptable, and comfortable working in a fast-paced environment

• Strong analytical and problem-solving capabilities
  

💜 WHY YOU WILL LOVE US

By joining us, you’ll find more than just a job — you'll discover a stimulating environment, a committed team, and a culture driven by innovation :

🤝 A caring and inclusive culture : respect, transparency, and autonomy every day.
🚀 A strong product vision powered by dedicated R&D.
🌱 A real commitment to responsibility
🌐 An international work environment : 45 nationalities, offices in 20+ countries.
📈 Genuine growth opportunities : Internal mobility, ongoing training, and tailored career paths.

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.

RECRUITMENT PROCESS :

1. Interview with HR Manager
2. First interview with Regional Sales Manager
3. Second Interview with VP Sales APAC