B2B Customer Success Lead - Assistant Manager at Grab

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.