Manager, Customer Success

OUTSYSTEMS SINGAPORE PTE. LTD.; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive base salary

Performance-based bonus

Medical, health insurance

Hybrid working flexibility

Job summary

OutSystems Singapore Pte. Ltd. is seeking a seasoned Customer Success Leader to scale a team of CSMs supporting high-touch enterprise customers. You will work closely with the RVP of Sales and cross-functional field teams to set strategic outcomes for your territory and deliver on retention and growth.

You will hire, coach, and develop talent, define plans and metrics, and drive a data-driven customer experience across geographies. A strong leadership presence and collaboration are essential.

Qualifications

• 12+ years of customer-facing experience in enterprise SaaS/PaaS.
• Proven ability to scale high-growth customer success teams.
• Experience partnering with enterprise sales leadership on territory health.
• Strong program and project management background in high-touch models.
• Analytical skills to forecast behavior, adoption and health metrics.
• Exceptional communication across cultures and geographies.

Responsibilities

• Lead, hire, and develop a high-performing team of CSMs for enterprise accounts.
• Define operational plans, goals, and metrics with the RVP of Customer Success.
• Maintain a customer-centric experience and mitigate account risks.
• Direct territory/account management and participate in QBRs with sales.
• Collaborate with Sales, Marketing, Product, Finance, and Services.
• Deliver monthly data-driven insights and strategic recommendations.

Skills

Leadership

Strategy & Planning

Customer Success

Data Analytics

Communication

Cross-functional Collaboration

Job description

We are seeking an experienced and strategic Customer Success Leader to manage and scale a team of Customer Success Managers (CSMs) supporting high-touch enterprise customers. In this role, you will work closely with the RVP of Sales and cross-functional field teams—including Solution Architects, Business Value Consultants, Technical Success Managers, Professional Services, and Channel Partners—to set and deliver strategic outcomes for your territory's book of business.

Key Responsibilities

• Team Leadership & Development: Oversee, hire, and develop a high-performing team of Customer Success Managers supporting enterprise accounts. Coach team members through effective 1:1s, performance management, and career development strategies.
• Strategic Execution & Planning: Partner with the RVP of Customer Success to define operational plans, clear goal-setting, execution strategies, and team metrics that align with broader business objectives.
• Customer Experience at Scale: Ensure customer journey principles are central to all decisions. Identify key opportunities to improve customer experience and mitigate account risks cross-functionally.
• Territory & Account Management: Assign account portfolios for optimal coverage. Represent the territory in Quarterly Business Reviews (QBRs) and joint strategy planning with sales leadership.
• Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, Finance, and Professional Services to drive adoption, mitigate churn, and maximize customer value.
• Data-Driven Reporting: Analyze key metrics, highlights, lowlights, and risk areas across your customer base, delivering monthly insights and strategic recommendations to executive leadership.

Qualifications & Requirements

• Experience: 12+ years of customer-facing experience with a proven track record of scaling high-growth enterprise SaaS/PaaS solutions.
• Leadership: Demonstrated ability to lead, coach, and inspire teams consisting of individual contributors at varying experience levels.
• Sales Partnership: Strong experience partnering directly with enterprise sales leaders to co-manage territory health, retention, and growth strategies.
• Domain Expertise: Solid background in Customer Success Management, Program Management, Professional Services, or Business Value Consulting within high-touch enterprise models.
• Analytical & Quantitative Skills: Ability to leverage data to understand, forecast, and drive customer behavior, product adoption, and health metrics.
• Communication & Soft Skills: Exceptional verbal and written communication skills; human-centric approach across geographies and cultures; intellectual curiosity and a sense of humor.

How you will be measured:

• Net Retention Revenue; growing utilization within the existing Customer base
• Driving consumption of the product in the existing customer base
• Increasing Executive visibility into your Customer base
• Increasing Customer health scores
• Creating OutSystems advocates in your Customer base

What We Offer

• Competitive base salary with an attractive performance-based variable bonus scheme.
• Comprehensive medical, health insurance plans.
• Modern workspace with hybrid working flexibility.
• Structured career pathing, global mobility opportunities, and a diverse, inclusive workplace.