Customer Success Manager
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Job Description
Customer Success Manager guiding Indonesian enterprise customers through UiPath automation, AI, and agentic transformation. Driving adoption, value realization, renewals, and expansion.
Responsibilities:
- Own the customer success lifecycle from Sales handover through onboarding, implementation, adoption, value realization, renewal, and expansion
- Develop and maintain joint success plans aligned to customer priorities, business outcomes, automation strategy, and AI transformation goals
- Act as a trusted advisor to customer executives, business leaders, IT stakeholders, and Automation Centres of Excellence
- Help customers identify and prioritize opportunities for automation, AI, agents, orchestration, process intelligence, and intelligent document processing
- Guide customers from task-based automation to connected, intelligent, and agentic business processes
- Lead customer governance forums, executive business reviews, value reviews, and transformation planning sessions
- Drive platform adoption, usage growth, enablement, and engagement across customer teams
- Establish measurable success criteria, value targets, milestones, and 30/60/90-day adoption plans
- Help customers define, communicate, and realize automation and AI value
- Identify customer risks, maintain account health plans, and coordinate recovery actions for at-risk customers
- Partner with Sales on renewal strategy, commercial planning, expansion opportunities, and forecasting
- Identify opportunities to expand UiPath capabilities across business functions
- Coordinate cross-functional teams across Support, Professional Services, Product, Partners, Sales, and Technical Account Management
- Maintain accurate customer information, success plans, risks, activities, and forecasts in relevant systems
- Share customer feedback, market insights, AI use cases, and product needs internally
Requirements:
- 6–8 years of experience in Customer Success, Account Management, Consulting, Professional Services, Solution Delivery, or a related customer-facing role
- Experience managing enterprise or strategic customers in a technology, SaaS, cloud, automation, AI, or business transformation environment
- Demonstrated ability to build relationships with senior business and technology stakeholders
- Experience driving adoption, business outcomes, renewals, customer retention, and expansion
- Strong commercial awareness and ability to understand customer value, business cases, and renewal risk
- Excellent stakeholder management, communication, presentation, facilitation, and influencing skills
- Strong project and program management capabilities
- Ability to translate complex technology concepts into clear business outcomes
- Ability to work effectively across multiple internal teams and customer stakeholders
- Experience with executive business reviews, success planning, value reporting, and account governance
- Fluency in English and Bahasa Indonesia
- Ability to travel within Indonesia and, where required, 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 establishing or maturing an Automation Centre of Excellence
- Nice-to-have understanding of AI agents, business applications, APIs, workflows, and automation in enterprise environments
- Nice-to-have experience shaping AI or automation use cases from discovery through production and scale
- Nice-to-have experience with enterprise platforms such as 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 depending on business and role needs
- Career development in enterprise technology
- Collaboration with a skilled, inclusive, globally connected team
- Equal opportunity and inclusive workplace
- Reasonable accommodations for candidates on request
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