Resume
Customer Success Manager with 8+ years of experience in B2B SaaS, spanning enterprise and scaled customer models. Proven track record in onboarding, adoption, renewals, and expansion across global portfolios.
Work experience
Fractional Customer Success Manager (Scaled)
US-based SaaS Startups- Managed a high-volume portfolio of early-stage AI-SaaS customers, driving onboarding, product adoption, and retention across a scaled engagement model
- Monitored product usage telemetry and customer health signals to proactively mitigate renewal risks, achieving 99% Gross Retention of early adopters
- Delivered group webinars and virtual training sessions to accelerate feature adoption, reducing inbound support tickets by 25%
- Produced scalable enablement content — including interactive FAQs, walkthrough videos, and troubleshooting guides — to support customer self-service
- Partnered with Product and Technical teams to relay structured customer feedback and translate field insights into actionable product improvements
Senior Business Development Representative
AppsFlyer (Thailand) Limited- Generated $3M+ in qualified pipeline across APAC through strategic outbound prospecting, multi-channel outreach, and account-based research
- Converted 50% of competitor accounts in Indonesia within 9 months through consultative discovery and tailored value positioning
- Expanded market share in Southeast Asia to 75%, reactivating an 8-year CRM-dormant enterprise prospect into the region's largest closed deal to date
- Managed a portfolio of pay-as-you-go customers focused on usage growth and value realization, applying a scaled CSM motion to drive account health
Customer Success Manager
Adjust GmbH- Owned the full enterprise customer lifecycle — onboarding, product adoption, success planning, quarterly business reviews (QBRs), renewals, and expansion
- Achieved 100% Gross Retention Rate (GRR) across assigned enterprise accounts through proactive engagement and structured success planning
- Increased ARR by 120% (Net Revenue Retention) within a key strategic account by identifying and executing targeted expansion opportunities
- Monitored customer usage metrics and partnered with technical support to resolve complex implementation challenges and prevent churn
- Delivered external technical workshops to 400+ attendees across the region as a trusted mobile attribution expert
Customer Success Manager
PT. Affle Indonesia- Single-handedly owned and grew a portfolio of 20+ accounts across Southeast Asia (Vietnam, Philippines, Thailand, Malaysia), achieving 100% Gross Revenue Retention
- Drove upsell of GCash — a leading Philippines fintech app — securing an incremental programmatic budget commitment equivalent to a full quarterly revenue target through executive relationship-building and solution alignment
- Spearheaded Affle's market entry into new Southeast Asia regions, building strategic agency partnerships in Vietnam and generating $1M+ in qualified sales pipeline
- Drove long-term customer retention and satisfaction through cross-functional coordination, proactive executive business reviews (EBRs), and campaign performance optimization
Marketing Lead (Voluntary)
Yayasan Generasi Maju Berkarya- Grew community and social media engagement by 240% through targeted educational campaigns and data-informed outreach
- Organised Indonesia's largest Hour of Code event with 1,300+ registrations, securing a decacorn co-founder as keynote speaker
- Attracted 400+ monthly participants to recurring coding bootcamps
Education
- Bachelor of Engineering Parahyangan University · Bandung, Indonesia
Certifications
- Level 5 Certified Customer Success Manager SuccessCOACHING (Credly Accredited)
- Google Cybersecurity Certificate Google
- SheLeadsTech Amazon Web Services
- Command of Message (Sales Training) Adjust GmbH
Honours & Awards
- MAASter Global Winner Affle Pte Ltd — exceptional company-wide impact
- AppsFlyer Knowledge Champion AppsFlyer
- Asian Women Empowerment Award AWE
- Dana Lestari XX Scholarship Awardee Universitas Parahyangan
- Indonesia Representative — ILIVE2LEAD International Youth Climate Change Conference
Interested in working together?
I'm open to fractional and full-time customer success opportunities.
Get in touch