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 Role Title: Senior Customer Success Manager Location: Jakarta, Indonesia (Remote) Employment Type: Full-time, Permanent 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. 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. 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. 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. 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. Advocacy & Community Building: Transform successful customers into vocal OutSystems champions. Encourage participation in case studies, webinars, and the local Indonesian developer community. 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. 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. Enterprise Expertise: Extensive experience managing a portfolio of large, complex enterprise customers, preferably including Indonesian conglomerates, financial institutions, or major retail/telecommunications companies. 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. Communication & Diplomacy: Exceptional executive presence, presentation, and conflict-resolution skills. The ability to navigate difficult conversations and align diverse stakeholder groups gracefully. Cultural & Market Insight: Deep understanding of the Indonesian business culture, heavily emphasizing relationship-building, patience, and collaborative partnership. Education: Bachelor’s Degree (or equivalent) in Business, Information Technology, or a related field. What We Offer Competitive Compensation: A highly competitive base salary paired with an additional bonus tied to company quarterly growth Comprehensive Healthcare: Premium private health insurance coverage for you and your eligible dependents Statutory Benefits: Full compliance with all Indonesian government-mandated benefits, including P-Fund and the mandatory Religious Holiday Allowance (THR - Tunjangan Hari Raya). Work-Life Balance: Flexible working arrangements (remote), generous paid annual leave, and observance of all Indonesian national public holidays. Continuous Growth: Dedicated budget and resources for continuous career development, certifications, and ongoing learning within the fast-paced AI and tech space. Global Culture: The opportunity to be a pivotal leader in a high-growth, global organization, collaborating within a diverse, inclusive workplace culture that champions innovation and massive customer success. More about OutSystems OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission-critical apps and agents, modernize legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform. As the future becomes agentic, our customers need us now more than ever. While AI has opened the door to extraordinary possibilities, most large organizations find themselves stuck on one side of the "enterprise gap" because AI by itself doesn't solve their complex use cases and business challenges. OutSystems bridges the "enterprise gap" by combining the speed of generative AI with a deterministic, enterprise-grade framework. We provide the tools for teams of any size to deliver high-quality, reliable AI solutions that drive real business impact. We are looking for passionate, talented, and motivated people to join us as we empower organizations to build, deploy, and scale the next generation of enterprise software. While we are leading the charge into the agentic era, our mission is broader: we are the platform enterprise leaders trust to evolve their entire business, accelerating innovation through secure, governed human-AI collaboration. OutSystems is a global company, with more than 900k developer community members, 1,700 employees, more than 600 partners, and thousands of active customers in over 75 countries and across 21 industries. Founded in 2001, OutSystems now has offices in the United States, United Kingdom, the Netherlands, Portugal, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, India, and Singapore, and includes a thriving, worldwide community of remote employees. Our customers are some of the world's most recognizable brands across diverse industries— such as Toyota, Heineken, Bosch, KeyBank, and UCLA—who trust OutSystems to deliver ROI and transformational impact. Consistently recognized as a leader by top analyst firms Gartner, IDC and Forrester, OutSystems continues to shape the future of enterprise software development in the agentic era. We are proud to be named a leader in more than 100 categories on G2, including #1 in Customer Satisfaction in Enterprise Low Code Development, and most recently as a leader in AI Agent Building in the G2 Spring 2026 Reports. Working at OutSystems Our culture is built on our core values of Trust, Customer Success, Innovation, and Alignment. We operate as one global OutSystems team, taking ownership to pursue our vision of being the AI platform enterprise leaders trust to build, secure, and evolve their most critical applications and systems. What do we have to offer you? A company at the vanguard of the agentic revolution, where we don’t just react to AI innovation—we architect it. Joining OutSystems means stepping onto a high-growth rocket ship that combines the fearless agility of a startup with the sophisticated, global foundation of an enterprise powerhouse. Real growth opportunities. We don't just talk about development; we invest in it through structured programs designed to scale your expertise. Whether you are aiming for vertical progression, exploring lateral moves into new domains, or mastering specialized AI skills through our Professional Development Fund and Internal Mobility Program, we provide the resources to get you there. A global collective of world-class talent, where you’ll collaborate with enterprise software legends and sought-after thought leaders. At OutSystems, our industry experts aren't just visionaries—they are accessible, approachable mentors who are deeply invested in your growth as we architect the agentic future together. OutSystems nurtures an inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact. . We believe that driving our next phase of growth requires the radical creativity that only comes from diverse perspectives. We are committed to building a team as global and diverse as the organizations we serve, ensuring every individual can perform to their full potential. As an equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.