Manager/Regional Lead, Customer Success

OutSystems; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive base salary with bonus

Medical & health insurance

Hybrid work arrangements

Job summary

OutSystems is seeking an experienced Customer Success Leader to manage and scale a high-performing team of Customer Success Managers serving enterprise accounts in Singapore. You will partner with the RVP of Customer Success, cross-functional leaders, and sales to set strategic outcomes and drive customer value at scale.

You will own planning, execution, and governance of customer success initiatives, shaping the post-sale journey, health metrics, and retention strategies across a multi-service

Qualifications

• 12+ years of customer-facing experience in enterprise SaaS/PaaS.
• Proven ability to lead and grow teams of Customer Success Managers.
• Experience partnering with enterprise sales leaders on territory health, retention, and growth.
• Strong background in Customer Success Management, Program Management, Professional Services, or Business Value Consulting.
• Excellent analytical and communication skills with a global, human-centric approach.

Responsibilities

• Oversee, hire, and develop a high-performing CSM team serving enterprise accounts.
• Partner with leadership to define operational plans, goals, and metrics.
• Protect and improve customer experience and mitigate risks across functions.
• Assign portfolios and represent the territory in QBRs and joint planning with sales.
• Collaborate with Sales, Marketing, Product, Finance, and Professional Services to drive adoption and value.
• Analyze key metrics and provide monthly insights to executive leadership.

Skills

Enterprise SaaS

Leadership

Sales alignment

Data analytics

Communication

Job description

## Manager/Regional Lead, Customer SuccessApply: Singapore - Singapore: Full time: Posted Today: R1814**There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!**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.