Customer Success Manager

The role

You will be the primary post-sales relationship owner for a portfolio of strategic and enterprise customers. You will help customers achieve measurable business value through automation, AI, and agentic transformation.

What you will do

• 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 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 as they evolve 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.
• Identify customer risks early and coordinate recovery actions for at-risk customers.
• Partner with Sales on renewal strategy, commercial planning, expansion opportunities, and accurate forecasting.

Required qualifications

• 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 the 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.
• Experience helping customers establish or mature an Automation Centre of Excellence.
• Understanding of how AI agents, business applications, APIs, workflows, and automation work together in an enterprise environment.
• Experience identifying and shaping AI or automation use cases from discovery through production and scale.
• Experience working with complex enterprise platforms such as ServiceNow, Salesforce, SAP, Microsoft, or similar ecosystems.
• Experience managing customers across multiple business units, countries, partners, or transformation programs.
• Understanding of cloud platforms, enterprise architecture, integrations, data, security, and governance.
• Familiarity with CRM and customer-success platforms such as Salesforce, Clari, Gainsight, or similar tools.
• UiPath certifications or experience with UiPath Automation Cloud, Automation Suite, Orchestrator, Studio, Maestro, Autopilot, IXP, or related capabilities.
• Experience working in a consultative, value-led, or executive advisory capacity.

About the company

UiPath believes in the transformative power of automation to change how the world works. They are committed to creating category-leading enterprise software.