Senior Customer Success Manager

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.

Responsibilities

Deeply understand customers' business objectives and KPIs; Develop and execute comprehensive Customer Success Plans mapping OutSystems capabilities to strategic goals; Cultivate high-trust relationships with stakeholders from technical leads to C-level executives; Prepare and lead Executive Business Reviews (EBRs); Proactively monitor customer health scores and platform usage metrics; Orchestrate interventions, workshops, and training to drive deeper adoption; Own gross and net retention targets for the portfolio; Proactively identify churn risks or technical roadblocks and orchestrate cross-functional mitigation plans; Transform successful customers into OutSystems champions; Encourage participation in case studies, webinars, and the local Indonesian developer community; Partner with Account Executives to identify expansion opportunities; Collaborate with Solution Delivery, Technical Support, and Product teams

Requirements

Native-level fluency in Bahasa Indonesia; Business-level fluency in English; 7+ years of experience in Customer Success, Strategic Account Management, or IT Management Consulting within the B2B enterprise software (SaaS/PaaS) industry; Extensive experience managing a portfolio of large, complex enterprise customers; Solid understanding of enterprise IT architectures, cloud computing, and digital transformation drivers; Ability to converse credibly with IT leaders about software development life cycles (SDLC) and AI integration; Exceptional executive presence, presentation, and conflict-resolution skills; Ability to navigate difficult conversations and align diverse stakeholder groups; Deep understanding of Indonesian business culture; Bachelor’s Degree (or equivalent) in Business, Information Technology, or a related field

Nice to have

Experience managing Indonesian conglomerates, financial institutions, or major retail/telecommunications companies

Benefits

Competitive base salary with bonus tied to company quarterly growth; Premium private health insurance for you and eligible dependents; Full compliance with Indonesian government-mandated benefits including P-Fund and THR; Flexible working arrangements (remote); Generous paid annual leave; Observance of Indonesian national public holidays; Dedicated budget and resources for continuous career development, certifications, and learning; Global culture with diverse, inclusive workplace