Deskripsi pekerjaan Product Success Lead PT ALPHA STORY INDONESIA
About Alpha Story and Aekho
Alpha Story is a Singapore-headquartered, AI-powered PR and marketing company serving 300+ brands across Singapore, Malaysia, and Indonesia. We are building a full-stack marketing operating system: one that detects what is happening in a market, decides what matters, creates the right response, and distributes it.
Aekho is our brand listening, monitoring, and action platform. It helps brands see what is being said about them and their competitors, and turns those signals into content and action. Version 1 is launching now. The long-term goal is an AI CMO that runs marketing end-to-end, with humans approving the key decisions.
Our engineering team is based in Jakarta. Our consultants and leadership work across Singapore, Kuala Lumpur, and Jakarta.
About the role
This role combines two jobs: customer success for Aekho users, and promoting Aekho to Alpha Story’s clients and consultants. The Product Success Lead is the person who makes Aekho work for the people using it. You are the first point of contact for every Aekho user; you make sure their issues are resolved, and you help Alpha Story’s clients and consultants get real value from the product. You are also our most important source of truth about what users need: what you hear shapes what we build next.
This is the first hire in this role. There is no playbook yet. You will build the onboarding process, the support workflow, and the documentation from scratch.
Priorities. User issues always come first. When there are no open issues, your time goes to evangelism: onboarding clients, building adoption with our consultants, and writing documentation. At launch, we expect most of your time to go to evangelism, with management helping on support while volumes are small.
Reporting line. You report to the CTO and work closely with the Jakarta engineering team, our PR operations consultants and the sales team.
Location
Indonesia, must be based in Jakarta, with occasional travel to Singapore and Kuala Lumpur.
Scope
You focus on existing Alpha Story clients and our internal teams. Winning new clients is handled by the sales team.
What you’ll do
- User support and feedback (always first)
- Be the first point of contact for all Aekho users, internal and external, and the source of truth for the voice of the customer. You maintain the central record of what users say, need, and struggle with, and product and leadership rely on it.
- Triage issues: decide whether it’s a bug, a usability problem, a content-quality problem, or a feature request, and route it to the right person in engineering or operations.
- Write issue reports engineering can act on: what happened, steps to reproduce, who is affected, and how badly.
- Follow every issue through to resolution and close the loop with the user.
- Spot patterns across issues and feedback, and bring them to product planning as clear, prioritised themes rather than individual tickets.
- Track why AI-generated content gets rejected or heavily edited, and help maintain the set of real examples we use to test output quality.
- Evangelism, onboarding and documentation
- Onboard existing Alpha Story clients onto Aekho and help them reach their first real result quickly.
- Work alongside users to produce content with Aekho, showing what good use looks like.
- Build adoption among Alpha Story’s own consultants by understanding their workflows and showing where Aekho helps. Persuade, never mandate.
- Own Aekho’s user documentation, on the public site and inside the platform: help articles, guides, release notes, and onboarding material.
- Use AI tools to write and maintain documentation directly in our docs repository, with changes reviewed through pull requests.
- Feed what you learn from clients into product decisions and into how we position Aekho.
What success looks like in 90 days
- A working support process: every user issue is logged, routed, resolved, and closed with the user, with response and resolution times tracked.
- A monthly feedback summary that the CTO and engineering use to plan each development cycle.
- A repeatable onboarding process, with a target set for how many existing clients are actively using Aekho.
- At least one group of consultants using Aekho regularly by choice, with their feedback reflected in the product.
- Core documentation published: getting started, the main workflows and answers to the most common questions.
- A clear view of why users reject or rewrite AI-generated content, with examples feeding into quality improvements.
What we’re looking for
- 3+ years in customer success, account management, product marketing, content or marketing, ideally with a SaaS or marketing-technology product.
- A solid grasp of marketing and content. You can judge whether a piece of content is good and explain why.
- Heavy, everyday use of AI tools such as Claude, ChatGPT or Gemini, and the curiosity to go further. You are willing to learn to connect an AI agent to our documentation repository so you can write and edit docs with it.
- Comfort with basic Git and Markdown, or the willingness to learn them quickly.
- Strong written communication. You can explain a complicated product simply to a busy client.
- Strong command of both English and Bahasa Indonesia, written and spoken.
- Ability to turn messy user feedback into clear, structured input that engineers can act on.
- Comfort with data: tracking adoption and support metrics in spreadsheets or dashboards and drawing conclusions from them.
- Patience and empathy with sceptical users. You win people over by showing value, not by pushing.
- Comfort working without a playbook and building processes from scratch.
- Based in Jakarta, Indonesia, and able to travel occasionally to Singapore and Malaysia.
Nice to have
- You have built your own Claude skill, custom GPT, or similar AI workflow, or connected an AI assistant to other tools via MCP.
- Experience in PR, communications, or a marketing agency.
- Experience with brand monitoring, social listening, or marketing analytics tools.
- Experience writing product documentation or help-centre content.
- Bahasa Malaysia, for working with our Kuala Lumpur team and Malaysian clients.
Hiring process
- Intro call (30 min) with the CTO: your background, why this role, and the conversation will be in English.
- Working session and experience deep dive (90) with the CTO. A day before, we will send you a short feature description and a sample user complaint. In the session, you will walk us through a draft help article and your reply to the user, prepared however you normally work.
- Final conversation with our CEO.
