Customer Success Manager

Company Description

Gabo AI is an AI-native platform that helps businesses handle and convert customer conversations across WhatsApp, Instagram, voice, and email. Built for fast-growing teams in Indonesia and Southeast Asia, Gabo doesn't just organize messages, it actively responds, qualifies leads, books appointments, and follows up automatically. Gabo works alongside human teams, seamlessly handing over conversations with full context when needed. Instead of paying for software seats, businesses only pay when AI actually does the work, making customer engagement more efficient and scalable.

Role Description

This is a full-time, on-site role for a Customer Success Manager located in Jakarta, Indonesia. As one of the first CSMs at Gabo, you'll own the end-to-end customer journey from go-live to renewal for a portfolio of Indonesian SMEs. Your core responsibility is activation: configuring the AI agent to each customer's services, pricing, FAQs, and brand voice, then running the first real conversations alongside the business owner until the AI is making decisions they trust. Post-launch, you'll review conversation transcripts weekly, catch AI drift before it becomes churn, retune prompts, flag product issues to engineering, and handle owner escalations. You'll monitor business impact such as bookings driven, response times, and revenue unlocked, and run monthly check-ins that keep customers confident in the product. You'll also identify expansion opportunities, drive upsells to new channels and tiers, and turn successful accounts into referenceable case studies. This role works closely with sales on smooth handovers, with product and engineering on customer feedback, and directly with the founder on shaping the playbook as we scale.

Qualifications

• 3 to 5 years in Customer Success, Onboarding, or Implementation at an Indonesian B2B SaaS company serving SMEs. Not enterprise CSM. We need someone comfortable onboarding business owners directly, often over WhatsApp.
• Hands-on technical comfort. You can learn an admin panel in an afternoon, edit and test a prompt, and ship a configuration change without waiting on engineering. Prior prompt or AI-agent configuration experience is a strong plus.
• Proven track record carrying your own book of SME accounts through onboarding, activation, retention, and expansion.
• Strong analytical skills. Comfortable reviewing conversation data, spotting patterns, and translating them into concrete product feedback or customer actions.
• Native Bahasa Indonesia with conversational English. You'll write to customers in Bahasa and work with the founder and global team in English.
• Excellent relationship-building and communication skills. You can read an owner's tone, manage expectations, and have hard conversations when something isn't working.
• Ability to juggle 30 to 50 active accounts at different lifecycle stages without dropping threads. Organized, proactive, and self-directed.
• Familiarity with WhatsApp Business API, customer messaging platforms, or AI-driven solutions is a strong plus.
• Bachelor's degree in Business, Communication, or a related field is preferred but not required if the track record is strong.