Customer Experience Manager (CXM)

Role Summary

The Customer Experience Manager (CXM) is responsible for helping enterprise customers achieve measurable value from their technology investments post-sale. The CXM acts as the primary customer partner, coordinating across Sales, Subscription Account Management, Support, Engineering, Product, and partners.

Key Responsibilities

• Own relationships with assigned enterprise customers and understand their business objectives.
• Develop and manage customer Success Plans and measurable outcomes.
• Drive product adoption and identify gaps between purchased and utilized capabilities.
• Coordinate internal teams to resolve customer issues and remove adoption blockers.
• Monitor customer health, identify risks, and develop mitigation plans.
• Track and communicate customer value realization and business outcomes.
• Support renewal readiness by ensuring customers have demonstrated value.
• Identify and surface expansion opportunities to Sales.

Requirements

• 5–8+ years of experience in Customer Success, Customer Experience, Account Management, TAM, Professional Services, or a similar customer-facing role.
• Experience managing enterprise technology customers.
• Strong stakeholder management, communication, and presentation skills.
• Ability to translate technology capabilities into business outcomes.
• Strong project coordination and problem-solving skills.
• Experience working cross-functionally with Sales, Technical, Support, and Product teams.
• Professional proficiency in English and Bahasa Indonesia.

Preferred Background

Experience inSaaS, cloud, enterprise software, IT infrastructure, data center, or technology servicesis preferred.