B2B Customer Success Lead - Assistant Manager
Get to Know the Team
You will join the B2B Commercial Solutions team. We create partnership solutions that use Grab's products to solve problems for enterprise clients. We develop market insights and turn them into practical outcomes. You will work with people who focus on both planning and doing, and who value working together to produce clear results.
Get to Know the Role
We are looking for a B2B Customer Success Lead who will protect our existing revenue and grow our relationships with current clients. Reporting to the B2B Commercial Solution Manager, you will lead a Customer Success team focused on turning new contracts into active, long-term partnerships. You will connect sales with platform usage—while Key Account Managers focus on closing deals with decision-makers, you and your team will work with the day-to-day users and stakeholders at client companies. You will make sure Grab For Business (GFB) becomes a regular part of how they operate. You will be based fully on-site in Jakarta office.
The Critical Tasks You Will Perform
- Team Leadership & Deployment: You will lead a team of Customer Success Units, setting priorities and assigning work for your team to focus on client engagement activities.
- Churn Mitigation & Retention Strategy: Identify churn signals across all segments and execute "save" strategies to retain at-risk accounts through relationship management and value optimization.
- Account Activation & Growth: You will review client accounts to find those with the most growth potential, then guide your team to increase usage across Transport, Food, Mart, and Express services.
- Marketing & Education Synergy: You will work with the Marketing team to build and run large-scale programs, using marketing principles to lead platform adoption and user awareness.
- Stakeholder Engagement: Oversee the execution of client-side education sessions and workshops, ensuring we successfully onboard all client users and help them understand the full value of Grab for Business.
- Commercial Collaboration: You will partner with Key Account Managers to move clients smoothly from "Contract Signed" to "Active Account," focusing on practical setup and stakeholder satisfaction.
- Data Analysis & Reporting: You will analyze activation rates and retention patterns to measure your team's results and find gaps in our client experience.
- Solutioning & Troubleshooting: You will be the main primary escalation point for client issues, collaborating with Vertical and Product teams to fix problems and improve user experience.
Qualifications
What Essential Skills You Will Need
- Team Leadership: You have at least 2 years of experience leading teams in a commercial or operational setting, with a record of setting clear targets and guiding your team to hit specific activation and retention numbers. You will lead your Customer Success Units to achieve high-volume activation and retention targets.
- Commercial or Project Management Experience: You have ~8 years of experience in commercial roles, sales operations, marketing strategy, or project management within technology companies or similar environments.
- Data Analysis: You can use analytics tools to examine market trends, client needs, and project performance. You can turn raw numbers into specific next steps for your team and to make strategic decisions.
- B2B Marketing and User Activation: You understand B2B marketing principles — knowing how to lead product adoption through education, engagement, and creative campaign execution.
- Stakeholder Management: To navigate complex organizational structures across multiple business segments.
- Presentation Delivery: Excellent public speaking to lead large-scale education sessions and influence stakeholders at all levels.
Additional Information
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For At Grab
We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.