Customer Success Manager - Lark

Customer Success Manager - Lark - Jakarta

Location:

Jakarta

Team:

Employment Type:

Regular

Job Code: A105085

Responsibilities

We’re a dedicated Customer Success Management (CSM) team committed to ensuring our customers’ triumphs. We’re not just problem solvers – we’re partners in achieving success. Our customer‑centric approach, fueled by empathy and expertise, ensures that our customers’ goals are our goals. From proactive solutions to data‑driven insights, we’re dedicated to maximizing our customers’ experience. Welcome to a team committed to your success journey!

This role will be based in Jakarta, Indonesia and will report into the regional lead based in Singapore.

• Onboard and guide customers across the APAC region (with a focus on the Indonesia market), ensuring a seamless implementation experience.
• Amplify active usage by cultivating deep and broad usage of the Lark product. This includes introducing new product features and sharing best practices with the customers.
• Deliver a commitment to excellence that builds an exceptional customer experience with the Lark product, ultimately minimizing customer churn.
• Nurture relationships with identified accounts, becoming a trusted advisor to decision‑makers and executive buyers, reinforcing enduring partnerships.
• Drive desired customer outcomes by collaborating with relevant internal and external stakeholders.
• Develop reporting and insights for the Customer Success team to track value delivery to customers and provide greater visibility to internal stakeholders.

Qualifications

Minimum Qualifications

• You have prior experience in a product and customer‑facing role in a B2B context.
• You are an independent initiator: a catalyst for action and a self‑starter who proactively engages with customers, driving initiatives even when physically apart from the team.
• You are an effective communicator in both Bahasa Indonesia and English; business fluency in both languages is required to liaise with external Bahasa and English speaking customers in the region/market.
• You possess empathetic engagement, genuinely connecting with customers on their needs and challenges.
• You excel at strategic partnerships, seeing beyond the immediate and understanding the bigger picture of the customer’s business goals.

Preferred Qualifications

• Relevant experience within the B2B SaaS industry.
• You embody a mission‑driven mindset, thinking strategically to drive results and approach your role with ownership and accountability.
• You thrive in a startup environment; you’re entrepreneurial, comfortable with constant change, ambiguity, and ready to wear multiple hats.
• You are a difference maker, bringing fresh perspectives and creative ideas to the table.

About Us

Founded in 2012, Byte Dance’s mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including Tik Tok, Lemon8, Cap Cut and Pico as well as platforms specific to the China market such as Toutiao, Douyin, and Xigua, Byte Dance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Byte Dance

Inspiring creativity is at the core of Byte Dance’s mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

Diversity & Inclusion

Byte Dance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At Byte Dance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and creating an environment that reflects the many communities we reach.

We are passionate about this and hope you are too.