Job description for Customer Success Manager (B2B SaaS) at MapTrack
MapTrack is an Australian B2B SaaS platform that unifies QR labels, BLE beacons, GPS trackers, custom forms and service workflows so field teams always know where every tool, vehicle and critical piece of equipment is, who last used it, and what compliance task is next.
We’re growing quickly at >120 % YoY and have a growing client list focused on mining, construction and facility-services sectors across ANZ & APAC.
Why this role
Our Australian CS team needs a dedicated colleague in Asia-Pacific time zones to own onboarding, adoption and first-line support for a fast-growing book of customers.
You’ll be the friendly expert who takes a customer from a “CSV of messy assets” to “confidently scanning and scheduling maintenance”.
What you’ll do
| 40 % | Onboarding & Training – run kickoff calls, import asset data, configure roles/alerts, and deliver Zoom workshops (English video & written).
| 25 % | First-line Support – answer tickets, share bugs, maintain knowledge base articles & Loom videos.
| 20 % | Customer Health & Expansion – monitor usage dashboards, nudge lagging accounts, identify expansion opportunties
| 10 % | Process Builder – automate CS tasks in HubSpot / Intercom, document playbooks, liaise with Product on feature feedback.
| 5 % | Quarterly travel – optional trips to company off-sites in Australia or ASEAN for team workshops & customer visits.
You’re a great fit if you…
Live anywhere in Indonesia with reliable fibre internet and can overlap 9:00 – 17:00 AEST (7:00 – 15:00 WIB).
Have 2-4 years in SaaS Customer Success / Implementation / Technical Support.
Speak and write excellent English (C2-C1+)—you’ll host customer webinars and write help-centre articles.
Are comfortable with CSV imports, basic troubleshooting and explaining BLE/GPS concepts to non-technical users.
Enjoy startup pace: you can create a process today, refine it next week, and scrap it if it no longer serves the customer.
Work autonomously & comfortable working remotely.
Nice-to-haves
Experience with IoT, asset-tracking & CMMS software.
Familiarity with HubSpot, Jira, Confluence and Intercom.
What we offer
Competitive local salary (IDR 12M/month base) + quarterly CS performance bonus.
Annual learning budget of 12M IDR
Paid Indonesian public holidays
Remote-first culture plus annual off-sites (all expenses paid).
How to apply
Email: lachlan@ maptrack.com with:
Share a short Loom video introducing yourself in English. Describing the toughest onboarding or support challenge you’ve solved—and how.
Your CV / LinkedIn profile link.
