Customer Success Supervisor  

About the Role

Kalibrr Indonesia is looking for a proactive and people-oriented Customer Success Supervisor to lead day-to-day customer success operations and ensure an excellent experience for our clients.

In this role, you will oversee client relationships, support the development of customer success strategies, and guide the team to improve customer satisfaction, retention, and operational excellence. In addition to maintaining strong client relationships, this role is also expected to identify business opportunities, support account growth, and contribute to revenue expansion through upselling and client engagement initiatives.

Responsibilities

1. Customer Success & Client Retention

• Ensure high levels of customer satisfaction by responding to client needs effectively and professionally
• Develop and execute customer success initiatives to improve retention and long-term client relationships
• Handle escalations and provide solutions for client concerns or operational issues
• Monitor customer health and proactively identify areas for improvement

2. Client Relationship Management & Account Growth

• Oversee onboarding processes to ensure a smooth and positive client experience
• Build and maintain strong relationships with key clients and stakeholders
• Understand client hiring needs and provide strategic recommendations and support
• Identify upselling, cross-selling, and account growth opportunities
• Support commercial discussions, renewal processes, and account expansion initiatives
• Conduct regular check-ins and business reviews with clients when necessary

3. Team Supervision & Operations

• Supervise and support Customer Success team members in daily operations
• Ensure service quality, responsiveness, and operational standards are consistently maintained
• Assist in setting team priorities, workflow management, and performance monitoring
• Support coaching and development of team members

4. Data Analysis & Process Improvement

• Analyze customer feedback, operational data, and success metrics to identify trends and improvement opportunities
• Prepare reports and insights for management regarding customer performance, retention, and account growth
• Identify and implement improvements to customer success processes and tools
• Collaborate with Sales, Marketing, Product, and Operations teams to align customer success initiatives with company goals

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, Management, or related field
• Minimum 3 years of experience in Customer Success, Account Management, Client Services, Sales, or related roles
• Prior experience leading or supervising a team is a strong advantage
• Strong client management and relationship-building skills
• Comfortable handling commercial conversations and identifying business opportunities
• Sales-oriented mindset with the ability to support account growth and client retention
• Strong communication, negotiation, and problem-solving skills
• Strong organizational skills and ability to manage multiple priorities
• Comfortable working with data, reporting, and performance tracking
• Proactive, detail-oriented, and able to work independently in a remote/hybrid environment
• Experience in recruitment, HR tech, SaaS, or digital platforms is a plus