Customer Success Executive

Location: Based in Indonesia

Groundup.ai aims to empower every workplace to be an AI-driven company. We envision that our clients will be using our AI tools as a foundation in their everyday operations. As we continue bringing our innovative approach to fast-growing companies across manufacturing, aerospace, logistics, and maritime, we are looking for a Customer Success Executive to join us on this exciting journey.

This role is critical in ensuring our customers gain maximum value from our solutions, including our Cognitive Maintenance (CGM) and CMMS platforms. You will be the key link between our clients, product team, and vibration experts—driving smooth onboarding, effective product adoption, and long-term client satisfaction.

As a Customer Success Executive, you will act as the voice of the customer within Groundup.ai. Your role requires a balance of customer support, account management, and technical product knowledge to guide customers from onboarding through continued engagement, while ensuring their needs are met and expectations exceeded.

As part of our Customer Success and Product team, you will work in a fast-paced environment with a talented, international team to deliver industrial-grade solutions that drive cognitive maintenance, machine health monitoring, and workplace safety.

We value team members who take ownership, move fast, and are hungry to build impactful solutions. We’ve secured strategic partnerships and government recognition for our work—now we’re scaling further, and we want you on board.

Key Responsibilities

Customer Support & Onboarding

• Provide responsive support to address customer queries and resolve issues.
• Guide and train customers during initial setup, trials, and onboarding to ensure smooth adoption of the product.

Account Management & Customer Engagement

• Maintain regular communication with clients to ensure expectations are met.
• Conduct check-in calls, review meetings, and feedback sessions to drive long-term customer success.
• Document customer interactions, updates, and notes on HubSpot or internal platforms.

Product Adoption & Development

• Ensure customers are aware of and actively using relevant product features.
• Collaborate with the Product team by relaying customer feedback and feature requests.
• Contribute to product roadmaps and help shape CGM & CMMS development priorities.

Vibration Analysis & Platform Updates

• Conduct weekly reviews of Vibration Experts’ analyses and prepare customer-facing updates.
• Manually update the platform with analysis findings and communicate results to customers.

Cross-Functional Collaboration

• Liaise with the Product Development team to prioritize enhancements based on customer needs.
• Support the BD team by assisting in product demonstrations, technical discussions, and resolving customer queries during sales conversations.

Process Documentation

• Maintain accurate records of customer interactions, tickets, and support notes.
• Ensure documentation processes are standardized for consistency and knowledge sharing.

Requirements

• Bachelor’s degree in Business, Engineering, Communications, or a related field.
• 2–3 years of experience in customer success, account management, or client-facing roles in a technology/SaaS/AI company.
• Excellent proficiency in the English language.
• Strong communication and interpersonal skills with proven ability to manage customer relationships.
• Detail-oriented with excellent organizational skills for managing documentation and client records.
• Ability to analyze technical reports (such as vibration analysis) and translate findings into customer-friendly insights.
• Experience with CRM platforms (e.g., HubSpot) for managing accounts and customer interactions.
• Self-motivated, proactive, and comfortable working in a fast-paced startup environment.
• Ability to collaborate effectively across teams (Product, BD, Technical).

Bonus

• Prior experience in industrial domains (manufacturing, maritime, aerospace, logistics).
• Exposure to AI/IoT solutions or technical customer support.
• Ability to conduct technical product demos confidently.

Benefits

• Competitive salary and Employee Stock Options.
• Guaranteed work on high-visibility projects
• Flexible work arrangements for selected roles.
• Professional coaching and mentorship programs.
• Accelerated career progression and development opportunities.
• Performance benchmarked bonuses (not based on years of experience).
• Career accelerator fund and tuition reimbursement for relevant post-graduate degrees, education, and courses.