Customer Success Manager

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Manage the entire customer success lifecycle starting from Sales handover, through onboarding, implementation, adoption, value realization, renewal, and expansion.

• Create and uphold joint success plans that align with customer priorities, business outcomes, automation strategies, and AI transformation objectives.

• Serve as a trusted advisor to customer executives, business leaders, IT stakeholders, and Automation Centres of Excellence.

• Assist customers in identifying and prioritizing automation, AI, agent, orchestration, process intelligence, and intelligent document processing opportunities.

• Lead customers in transitioning from task-based automation to interconnected, intelligent, and agent-driven business processes.

• Facilitate customer governance forums, executive business reviews, value assessments, and transformation planning sessions.

• Promote platform adoption, enhance usage growth, and foster engagement across customer teams.

• Establish measurable success criteria, value targets, milestones, and 30/60/90-day adoption strategies.

• Aid customers in defining, articulating, and realizing the value of automation and AI.

• Identify customer risks, manage account health plans, and coordinate recovery actions for customers at risk.

• Collaborate with Sales on renewal strategies, commercial planning, expansion opportunities, and forecasting.

• Spot opportunities to expand UiPath capabilities across various business functions.

• Coordinate cross-functional teams across Support, Professional Services, Product, Partners, Sales, and Technical Account Management.

• Keep accurate records of customer information, success plans, risks, activities, and forecasts in relevant systems.

• Relay customer feedback, market insights, AI use cases, and product requirements internally.

⛳️ Requirements

• 6–8 years of experience in Customer Success, Account Management, Consulting, Professional Services, Solution Delivery, or a similar customer-facing role.

• Experience managing enterprise or strategic customers in a technology, SaaS, cloud, automation, AI, or business transformation setting.

• Proven ability to establish relationships with senior business and technology stakeholders.

• Experience in driving adoption, achieving business outcomes, facilitating renewals, enhancing customer retention, and fostering expansion.

• Strong commercial awareness and the capability to grasp customer value, business cases, and renewal risks.

• Excellent skills in stakeholder management, communication, presentation, facilitation, and influence.

• Strong project and program management abilities.

• Ability to convert complex technology concepts into clear business outcomes.

• Proficient in collaborating effectively across multiple internal teams and customer stakeholders.

• Experience with executive business reviews, success planning, value reporting, and account governance.

• Proficiency in English and Bahasa Indonesia.

• Willingness to travel within Indonesia and, as necessary, across the broader region.

• Nice-to-have experience with agentic AI, generative AI, intelligent automation, process orchestration, process mining, software testing, or digital transformation.

• Nice-to-have experience in establishing or enhancing an Automation Centre of Excellence.

• Nice-to-have understanding of AI agents, business applications, APIs, workflows, and automation in enterprise settings.

• Nice-to-have experience in shaping AI or automation use cases from discovery through to production and scaling.

• Nice-to-have experience with enterprise platforms like ServiceNow, Salesforce, SAP, Microsoft, or similar ecosystems.

• Nice-to-have experience managing customers across multiple business units, countries, partners, or transformation programs.

• Nice-to-have understanding of cloud platforms, enterprise architecture, integrations, data, security, and governance.

• Nice-to-have familiarity with CRM and customer-success platforms such as Salesforce, Clari, Gainsight, or similar tools.

• Nice-to-have UiPath certifications or experience with UiPath Automation Cloud, Automation Suite, Orchestrator, Studio, Maestro, Autopilot, IXP, or related capabilities.

🏝️ Benefits

• Flexible work arrangements based on business and role requirements.

• Career development opportunities in enterprise technology.

• Collaboration with a talented, inclusive, and globally connected team.

• An equal opportunity and inclusive workplace.

• Reasonable accommodations for candidates upon request.