Senior Customer Success Manager
There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems !
About OutSystems
At OutSystems , we are accelerating digital transformation globally by empowering organizations to build enterprise-grade applications quickly and efficiently. As our presence in Southeast Asia—and specifically Indonesia—continues to grow rapidly, we are seeking a highly strategic and empathetic Senior Customer Success Manager to join our dynamic team in Jakarta.
This role is a premier opportunity for a seasoned post-sales professional who wants to elevate their career by combining deep account strategy with the opportunity to guide Indonesia's most prominent enterprises and conglomerates through their digital modernization and AI adoption journeys.
Position Overview
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Role Title: Senior Customer Success Manager
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Location: Jakarta, Indonesia (Remote)
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Employment Type: Full-time, Permanent
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Language Requirements: Native-level fluency in Bahasa Indonesia is mandatory. Business-level fluency in English is required
Key Responsibilities
As a Senior Customer Success Manager, you will serve as the strategic compass for your portfolio of enterprise accounts, ensuring their long-term success and platform expansion.
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Value Realization & ROI: Deeply understand your customers' business objectives and KPIs. Develop and execute comprehensive Customer Success Plans that clearly map OutSystems ' capabilities to their strategic goals, ensuring they achieve maximum ROI.
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Executive Engagement: Cultivate high-trust relationships with key stakeholders, ranging from technical leads to C-level executives (CIOs/CTOs). Prepare and lead high-impact Executive Business Reviews (EBRs) to showcase value delivered and align on future roadmaps.
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Adoption & Platform Evangelism: Proactively monitor customer health scores and platform usage metrics. Orchestrate interventions, workshops, and training to drive deeper and wider adoption of the OutSystems platform across the enterprise.
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Retention & Risk Mitigation: Take ownership of the gross and net retention targets for your portfolio. Proactively identify churn risks or technical roadblocks early and orchestrate cross-functional mitigation plans.
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Advocacy & Community Building: Transform successful customers into vocal OutSystems champions. Encourage participation in case studies, webinars, and the local Indonesian developer community.
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Cross-Functional Orchestration: Partner seamlessly with Account Executives to identify expansion opportunities, and collaborate with Solution Delivery, Technical Support, and Product teams to ensure the customer’s voice shapes our continuous improvement.
Qualifications
We are looking for a highly empathetic, commercially minded professional with a proven history of managing massive enterprise accounts and driving customer loyalty.
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Professional Experience: 7+ years of experience in Customer Success, Strategic Account Management, or IT Management Consulting, specifically within the B2B enterprise software (SaaS/PaaS) industry.
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Enterprise Expertise: Extensive experience managing a portfolio of large, complex enterprise customers, preferably including Indonesian conglomerates, financial institutions, or major retail/telecommunications companies.
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Technical Acumen: A solid understanding of enterprise IT architectures, cloud computing, and digital transformation drivers. The ability to converse credibly with IT leaders about software development life cycles (SDLC) and AI integration.
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Communication & Diplomacy: Exceptional executive presence, presentation, and conflict-resolution skills. The ability to navigate difficult conversations and align diverse stakeholder groups gracefully.
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Cultural & Market Insight: Deep understanding of the Indonesian business culture, heavily emphasizing relationship-building, patience, and collaborative partnership.
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Education: Bachelor’s De