Customer Success Manager

Job description

LIFE AT UIPATH The people at UiPath believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power. To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about UiPath, and about our larger purpose. Could that be you? YOUR MISSION: We are looking for a Customer Success Manager II to join our Indonesia team and help enterprise customers achieve measurable business value through automation, AI, and agentic transformation. You will be the primary post-sales relationship owner for a portfolio of strategic and enterprise customers. You will help customers move from traditional automation to intelligent, AI-powered, and agentic ways of working. You will work closely with customer executives, automation leaders, IT teams, business stakeholders, partners, Sales, Professional Services, Support, Product, and Technical Account Managers to drive adoption, value realization, retention, and growth. The ideal candidate is commercially minded, outcome-oriented, and comfortable navigating complex customer environments. You should be able to build trusted executive relationships, translate emerging AI and automation capabilities into business outcomes, and proactively manage customer risks. THIS IS WHAT YOU'LL DO AT UIPATH: - 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 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. - Help customers define, communicate, and realize the value of automation and AI, including productivity gains, cost savings, improved customer experience, risk reduction, and operational resilience. - Identify customer risks early, maintain account health plans, and coordinate recovery actions for at-risk customers. - Partner with Sales on renewal strategy, commercial planning, expansion opportunities, and accurate forecasting. - Identify opportunities to expand the use of UiPath capabilities across business functions, including automation, agentic AI, testing, process mining, and orchestration. - 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. - Act as the voice of the customer by sharing feedback, market insights, AI use cases, and product needs internally. THIS IS WHAT YOU'LL BRING TO THE TEAM - 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. - Underst