Role Overview
Chronicle helps cemetery and funeral operators deliver better experiences through modern software. As we grow, our Customer Success team plays a central role in helping customers onboard smoothly, adopt the platform confidently, and get real value from it.
As a Junior Customer Success Specialist, you'll be the friendly face—and voice—of Chronicle. You'll guide customers through onboarding, support them as they use the platform, and help keep customer projects moving from initial scoping through to delivery.
You'll also play an important role in how we run Customer Success day to day: keeping our knowledge base accurate, improving internal processes, and actively building and using AI and automation to help us deliver faster, more consistent support. This isn't a research-and-report role — we're looking for someone who will implement, ship, and show results.
If you genuinely care about customers, are naturally organised, and communicate with clarity, confidence, and energy, this role will suit you well.
This role is open only to Indonesian citizens who hold a valid Indonesian KTP and are legally eligible to work in Indonesia.
Key Responsibilities
Your responsibilities will include (but are not limited to) the following:
Customer Relationship Management
- Develop and maintain strong, long-term relationships with customers across phone, email, chat, and other communication channels.
- Build trust by understanding customer needs, responding proactively, and addressing concerns clearly and effectively.
Onboarding & Support
- Guide new customers through our onboarding journey, ensuring a smooth handover from Sales and a confident start with Chronicle.
- Respond swiftly and effectively to customer enquiries and issues via phone, email, and online chat.
- Track onboarding milestones and flag delays or blockers early, so projects stay on schedule.
- Proactively manage scope creep and flag misalignment early.
- Support customer education and engagement, helping drive product usage and adoption.
Client Success & Growth
- Monitor client satisfaction, engagement, and overall account health.
- Identify risks to delivery, retention, or relationship health, and proactively escalate where required.
- Drive client renewals and maximise retention.
- Proactively identify, position, and close upsell opportunities.
- Identify opportunities for additional services and project scope expansion.
Project & Contractor Management
- Own project timelines end-to-end—from initial scoping through delivery—coordinating customers, contractors, and internal teams to ensure projects stay on track.
- Coordinate contractor relationships for new projects (e.g. aerial or ground surveys), ensuring work runs smoothly and on schedule.
- Collaborate with internal teams to clarify project details and deliver successful outcomes.
- Document scope changes and amendments clearly, keeping customers and internal teams aligned.
AI & Automation: Build, Use, Implement
- Actively use AI and automation tools in day-to-day Customer Success work. This is a core expectation of the role, not an experiment on the side.
- Build, adapt, or maintain AI-assisted workflows (e.g. automated follow-ups, drafting support, data workflows) that improve speed, consistency, or quality.
- Bring a genuinely tech-savvy mindset and quickly learn new tools (e.g. Notion, automation platforms, AI-assisted drafting) with minimal supervision.
Champion Continuous Improvement
- Keep the knowledge base current and user-friendly, equipping customers and internal teams with accurate and useful resources.
- Identify areas for enhancement in Customer Success processes and bring practical, implementable ideas.
- Apply critical thinking and a problem-solving mindset to address customer challenges effectively.
- Contribute to company growth through renewals and back-end sales opportunities.
Be the Voice of the Customer
- Advocate for customers by gathering feedback, spotting recurring challenges, sharing actionable insights with relevant internal teams, and suggesting product or service improvements.
- Track and communicate progress on customer issues to ensure timely and satisfactory resolution.
Requirements
- 1-3 years in a Customer Success, Account Management, or a related customer-facing role.
- Strong, confident English communication skills, both written and verbal, with the ability to manage customer relationships clearly and professionally.
- Excellent project management and organisational skills, with strong attention to detail. Ability to manage multiple stakeholders, timelines, and priorities independently.
- AI-native, tech-savvy, and adaptable — you actively use AI and automation to improve how you work, can build or adapt practical workflows, and quickly learn new platforms. You are comfortable using CRMs, Notion, AI tools, automation software, and other modern technology to increase efficiency.
- A track record of improving processes, solving problems practically, and following work through to completion.
- Adaptable, with a drive to thrive in a fast-paced, dynamic environment where creative problem-solving is encouraged.
- Experience with SaaS, B2B customers, project management, IT, GIS, or engineering is advantageous.
Ways of Working
- Ownership. When something is yours, you see it through and proactively move it forward.
- Customer-minded. You care about delivering a clear, reliable, and helpful customer experience.
- AI-enabled. You treat AI and automation as a core part of high-quality work, using them to improve speed, consistency, and outcomes.
- Clear communicator. You communicate with confidence, warmth, and precision.
- Coachable and adaptable. You seek feedback, learn quickly, and make progress even when the path is not fully defined.
- Practical problem-solver. You focus on solutions, raise risks early, and improve the way work gets done.
How to Apply
Please send your CV and a short note outlining your interest in the role to [Confidential Information]
Only shortlisted candidates will be contacted.
Any personal information you provide will be used solely for recruitment purposes and handled in accordance with applicable data-protection requirements.
