Customer Success Manager · B2B SaaS
Helping SaaS customers find lasting value — from onboarding to renewal.
I'm Nia Aprilya, a Customer Success Manager with 8+ years across enterprise and scaled models in B2B SaaS. I turn product usage into customer health, and customer health into retention and growth.
What I do
Onboarding & Adoption
Structured onboarding, success planning, and enablement content — webinars, walkthroughs, and guides — that get customers to value fast and reduce support load.
Renewals & Expansion
Usage and health monitoring to spot risk early and surface expansion opportunities aligned with customer goals — 100% retention at Adjust, 99% in scaled AI-SaaS portfolios.
Executive Engagement
Consultative business reviews and executive communication that build trust at C- and VP-level, backed by data from Salesforce, Gainsight, Looker, and SQL.
Featured projects
All projects →Wished Sooner
An interactive web app where people can drop and explore life advice and wisdom insights shared by others in real-time.
Visit app ↗Indonesia's Largest Hour of Code
1,300 registrations and a decacorn co-founder keynote — organised as volunteer Marketing Lead at Yayasan Generasi Maju Berkarya.
Read more →SEA Market Entry at Affle
Spearheaded expansion into new Southeast Asia regions, landing strategic partnerships with three leading agencies in Vietnam.
Read more →Let's talk customer success.
Whether you're building a scaled CS motion, tightening up renewals, or looking for a fractional CSM — I'd love to hear from you.
Get in touch