Background

Nikel is a fintech company improving access to financial services for banks and non-banks. Through technology and advanced analytics, we offer a range of products to our customers in Indonesia. Our mission is to drive business growth by providing secure, efficient, and inclusive financial solutions.

Role

As the Head of Customer Success at Nikel, you will be responsible for the end-to-end customer lifecycle across our Credits business line (including Loan Origination System, Loan Management System, and Credit Decisioning Engine), overseeing Customer Support, Customer Success, and Delivery Operations. Your role is both strategic and hands-on, ensuring clients receive exceptional support, achieve meaningful business outcomes, and that internal delivery processes are robust and aligned with customer needs.
 

Responsibilities

• Ownership of the Credits Business Operations
  • Drive the success of Nikel’s Credits business by aligning product capabilities (LOS, LMS, Credit Decisioning Engine) with client outcomes.
  • Act as the business owner for credit solutions, representing customer voice in product decisions and commercial prioritization.
  • Track and improve product usage, adoption, and performance metrics.
• Customer Success & Account Management
  • Build and lead a high-performing Customer Success team to drive adoption, satisfaction, and retention.
  • Develop customer health score frameworks and success plans to proactively identify and mitigate risks.
  • Maintain strong relationships with strategic clients and ensure their success translates to business value and renewals.
• Customer Support & Issue Resolution
  • Oversee the Customer Support function, ensuring timely and accurate resolution of issues.
  • Implement support SLAs, escalation paths, and reporting to enhance service delivery.
  • Introduce feedback loops from support interactions into product and process improvement.
• Delivery Oversight
  • Ensure structured delivery processes for implementations and product rollouts, in collaboration with cross-functional teams.
  • While Nikel practices Scrum, the Head of Customer Success is not required to enforce specific frameworks—but must ensure delivery quality, governance, and accountability are in place.
  • Establish clear delivery roadmaps, monitor progress, and resolve blockers across stakeholders.
• Team Leadership & Strategic Enablement
  • Manage a growing team across Customer Success, Support, and Delivery; provide mentorship and performance guidance.
  • Define team KPIs and success metrics aligned with company OKRs.
  • Collaborate closely with Product, Tech, and Commercial leadership to drive alignment and seamless customer experiences.

Qualifications

• 7–10+ years of experience in Customer Success, Account Management, or Delivery roles, with at least 3 years in a senior leadership role.
• Proven experience managing post-sales operations in a SaaS, fintech, or enterprise technology environment.
• Deep understanding of credit products or financial technology platforms (LOS/LMS/Credit Decision Engines).
• Strong leadership and stakeholder management skills across business and technical teams.
• Demonstrated ability to implement and scale customer success and support frameworks.

Benefits

• Competitive salary and performance-based bonuses.
• Health insurance and wellness programs.
• Opportunities for professional development and career growth.
• Paid time off, including holidays and personal days.
• Collaborative and inclusive company culture.