Lead Customer Success Manager

Job description

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems! About OutSystems At OutSystems, we are accelerating digital transformation globally by empowering organizations to build enterprise-grade applications quickly and efficiently. As the tech hub of Southeast Asia, our Singapore office is critical to our regional growth. We are seeking a high-caliber, strategic Lead Customer Success Manager (Lead CSM) to spearhead relationships with our most vital enterprise accounts across Singapore and the wider ASEAN region. In this role, you will act as a trusted business and technical advisor to Tier 1 and Tier 2 strategic accounts, guiding complex organizations through their digitalization journeys and helping them maximize their return on investment (ROI) using the OutSystems platform. Position Overview Role Title: Lead Customer Success Manager Location: Singapore (Central Business District / Hybrid) Employment Type: Full-time, Permanent Language Requirements: Fluent written and verbal English (Additional regional languages like Bahasa Melayu, Bahasa Indonesia, or Mandarin are highly advantageous). Key Responsibilities As a Lead CSM, you will own a high-value portfolio of strategic enterprise accounts across multiple market segments (including Financial Services, Public Sector, and Conglomerates). You will drive deep product adoption, customer retention, and long-term business value. Strategic Account Governance: Develop, execute, and scale comprehensive Customer Success Plans that align OutSystems’ capabilities directly with clients' long-term business outcomes and digital maturity. Value Realization & Center of Excellence (CoE): Partner with enterprise clients to navigate complex adoption scenarios. Guide them through maturity scaling phases and pitch the strategic value of establishing an OutSystems Center of Excellence (CoE). Commercial Collaboration: Collaborate closely with Account Executives and Technical Success Managers to map out, nurture, and secure high-value contract renewals, upsells, and cross-sell opportunities. Executive Advocacy & Engagement: Establish robust, trust-based relationships with C-level executives, IT heads, and steering committees. Maintain a disciplined cadence of communication, including Quarterly Business Reviews (QBRs) and executive alignment sessions. Regional Voice of the Customer (VoC): Synthesize, quantify, and advocate for the unique technical requirements and product feedback of ASEAN enterprise clients directly to global Product Management and Engineering teams. Practice Leadership: Champion internal best practices within the APAC Customer Success organization. Mentor team members and cross-functional peers to elevate regional delivery standards. Qualifications & Requirements We are looking for a data-driven, commercially astute leader who thrives in dynamic, multi-cultural enterprise environments. Professional Experience: 8+ years of experience in a high-touch, customer-facing role within the B2B technology or enterprise software sector. Domain Expertise: Proven track record in Customer Success Management (CSM), Technical Account Management (TAM), Solutions Engineering, or Technical Professional Services. Enterprise SaaS Mastery: Deep experience managing large enterprise customers within a SaaS, PaaS, or subscription-based revenue model. Technical & Process Aptitude: Strong comfort level working alongside corporate IT departments, understanding enterprise software delivery, cloud infrastructure, and large-scale digital transformation methodologies. Analytical & Quantitative Skills: A highly data-driven approach to tracking adoption metrics, measuring account health, and forecasting customer renewal/retention revenue. Cross-Cultural Leadership: Proven ability to lead and influence diverse stakeholders internally and externally across different geographies, organizational tiers, and cultures. Education: Bachelor’s Degree or equivalent higher education. Communication Skills: Exceptional presentation and negotiation skills in English. Ability to present complex technical roadmaps as clear business value propositions to senior executives. What We Offer Competitive base salary with an attractive performance-based variable bonus scheme. Comprehensive medical, health, and dental insurance plans. Central Business District (CBD) modern workspace with hybrid working flexibility. Structured career pathing, global mobility opportunities, and a diverse, inclusive workplace. More about OutSystems OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission-critical apps and agents, modernize legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform. As the future becomes agentic, our customers need us now more than ever. While AI has opened the door to extraordinary possibilities, most large organizations find themselves stuck on one side of the "enterprise gap" because AI by itself doesn't solve their complex use cases and business challenges. OutSystems bridges the "enterprise gap" by combining the speed of generative AI with a deterministic, enterprise-grade framework. We provide the tools for teams of any size to deliver high-quality, reliable AI solutions that drive real business impact. We are looking for passionate, talented, and motivated people to join us as we empower organizations to build, deploy, and scale the next generation of enterprise software. While we are leading the charge into the agentic era, our mission is broader: we are the platform enterprise leaders trust to evolve their entire business, accelerating innovation through secure, governed human-AI collaboration. OutSystems is a global company, with more than 900k developer community members, 1,700 employees, more than 600 partners, and thousands of active customers in over 75 countries and across 21 industries. Founded in 2001, OutSystems now has offices in the United States, United Kingdom, the Netherlands, Portugal, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, India, and Singapore, and includes a thriving, worldwide community of remote employees. Our customers are some of the world's most recognizable brands across diverse industries— such as Toyota, Heineken, Bosch, KeyBank, and UCLA—who trust OutSystems to deliver ROI and transformational impact. Consistently recognized as a leader by top analyst firms Gartner, IDC and Forrester, OutSystems continues to shape the future of enterprise software development in the agentic era. We are proud to be named a leader in more than 100 categories on G2, including #1 in Customer Satisfaction in Enterprise Low Code Development, and most recently as a leader in AI Agent Building in the G2 Spring 2026 Reports. Working at OutSystems Our culture is built on our core values of Trust, Customer Success, Innovation, and Alignment. We operate as one global OutSystems team, taking ownership to pursue our vision of being the AI platform enterprise leaders trust to build, secure, and evolve their most critical applications and systems. What do we have to offer you? A company at the vanguard of the agentic revolution, where we don’t just react to AI innovation—we architect it. Joining OutSystems means stepping onto a high-growth rocket ship that combines the fearless agility of a startup with the sophisticated, global foundation of an enterprise powerhouse. Real growth opportunities. We don't just talk about development; we invest in it through structured programs designed to scale your expertise. Whether you are aiming for vertical progression, exploring lateral moves into new domains, or mastering specialized AI skills through our Professional Development Fund and Internal Mobility Program, we provide the resources to get you there. A global collective of world-class talent, where you’ll collaborate with enterprise software legends and sought-after thought leaders. At OutSystems, our industry experts aren't just visionaries—they are accessible, approachable mentors who are deeply invested in your growth as we architect the agentic future together. OutSystems nurtures an inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact. . We believe that driving our next phase of growth requires the radical creativity that only comes from diverse perspectives. We are committed to building a team as global and diverse as the organizations we serve, ensuring every individual can perform to their full potential. As an equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.