Remote Position
Senior Customer Success Manager – Transformation, AI Innovation
🌍 Remote · Indonesia
💼 Full-time
Job Description:
- Partner with CS leadership to translate the future-state Customer Success vision into initiatives, workstreams, and execution plans
- Evaluate current workflows and identify opportunities to eliminate, automate, augment, or redesign work
- Lead transformation initiatives improving CS productivity, scalability, proactive engagement, and customer impact
- Coordinate teams, manage dependencies, surface risks, and maintain transformation momentum
- Evolve the customer intelligence layer across product adoption, engagement, sentiment, support, relationship, lifecycle, and commercial data
- Translate customer intelligence into prioritized insights, risk and opportunity signals, and next-best actions
- Embed intelligence into CS workflows and create closed-loop mechanisms connecting signals, actions, and outcomes
- Translate CS business problems into AI-enabled workflows, solution concepts, data requirements, and technical approaches
- Rapidly prototype agents, automations, and AI-enabled workflows
- Evaluate whether to build, buy, integrate, or leverage existing enterprise capabilities
- Partner with Engineering, Data, IT, Security, and Architecture teams to transition validated concepts into secure, scalable, production-ready capabilities
- Move initiatives from prototype through pilot, production, adoption, and measurable impact
- Partner with CS leaders and Enablement to drive workflow and behavior change
- Establish success criteria and feedback loops
- Measure impact through productivity, capacity, adoption, proactive risk identification, retention, growth, and customer outcomes
- Provide visibility into progress, impact, dependencies, and decisions
Requirements:
- 6+ years of experience across Customer Success, SaaS, GTM transformation, technology strategy, product, AI/automation, or related disciplines
- Experience leading cross-functional transformation or technology initiatives within CS, post-sales, or broader GTM organizations
- Experience applying AI, automation, and data to solve real business problems
- Strong working knowledge of LLMs, AI agents, APIs, integrations, workflow automation, and enterprise data
- Hands-on experience prototyping AI-enabled workflows, agents, automations, or similar solutions
- Experience with enterprise GTM technology ecosystems such as Salesforce, Gainsight or comparable CS platforms, data/BI platforms, and workflow automation technologies
- Ability to partner effectively with Engineering, Data, Product, IT, Security, and Operations
- Ability to move complex initiatives from strategy through execution, adoption, and measurable business impact
- Deep understanding of Customer Success, SaaS, and GTM operating models
- Strong applied-AI fluency and understanding of AI's impact on Customer Success
- Systems thinking across people, process, data, technology, and customer experience
- Ability to move between business strategy and technical execution
- Track record of turning ambiguous problems into tangible solutions
- Strong cross-functional influence
- Curiosity and willingness to continuously experiment, learn, and innovate
Benefits:
- Incentive plan eligibility in addition to base salary
- Benefits and perks for the whole self (specific benefits vary by country)