Head of Client Success

We are looking for an experienced Head of Client Success to lead and elevate our end-to-end client experience in a fast-paced, service-driven environment. This role combines operational leadership, client relationship management, and commercial awareness to ensure service excellence, client retention, and account growth.

You will oversee Key Account Executives (KAEs), strengthen service standards, and act as the bridge between clients, operations, and management.

• Own the full client request journey — from intake and scope confirmation to smooth operational handover.
• Translate client needs into clear internal instructions (scope, SLA, documentation, special requirements).
• Ensure timely communication with clients regarding missing information, verification challenges, or consent gaps.
• Maintain service continuity through queue monitoring, backup coverage, and escalation handling.

• Develop and manage a structured complaint and escalation framework.
• Drive root-cause analysis and long-term process improvements with Quality and Internal Control teams.
• Set and uphold high standards for professional, timely client communication.

• Own the renewal pipeline, including contract tracking, performance review, and proposal of service improvements.
• Lead regular business reviews with key clients to discuss KPIs, SLAs, and future needs.
• Strengthen relationships through structured touchpoints and follow-up actions.

• Identify upsell and cross-sell opportunities based on operational data and client developments.
• Propose relevant service enhancements and work with Sales/Management on commercial discussions while ensuring delivery readiness.

• Train and coach KAEs on service scope, SLA management, client communication, and issue handling.
• Develop and maintain SOPs, templates, and playbooks to standardize service delivery.
• Improve call quality, email communication, and expectation management across the team.

• Lead weekly service and account review cadence (backlog, SLA risks, escalations, renewals, upsell pipeline).
• Track KPIs and drive continuous improvement initiatives.

• 10+ years’ experience in employment screening, HR services, compliance services, or BPO operations.
• Proven experience managing account or client-success teams and building structured service processes.
• Strong B2B client management background in a service or outsourcing environment.
• Process-oriented mindset with solid escalation and root-cause problem-solving skills.
• Commercially confident in handling renewals, pricing discussions, and account expansion.
• Calm under pressure and able to balance client expectations with operational realities.
• Familiar with data protection, confidentiality, and privacy standards.

• Bachelor’s or Master’s degree in any field.
• Fluent in Bahasa Indonesia and English (written and spoken).
• Strong leadership, communication, and organizational skills.
• Technologically comfortable and detail-oriented.
• High integrity, proactive mindset, and ability to work across cultures.
• Able to manage multiple priorities in a dynamic environment.