Senior Manager, Customer Success Lead – APAC & Middle East

Senior Manager, Customer Success Lead - APAC & Middle East

About UptimeAI:

UptimeAI provides AI reasoning agents that help industrial operations teams make goal-oriented, real-time decisions.

Industrial facilities are rich in data but constrained by the expertise required to maintain and interpret it. As experienced engineers retire and operational complexity grows, organizations struggle to scale the expert judgment needed to maintain reliability, safety, and performance.

UptimeAI addresses this challenge by embedding engineering reasoning directly into AI agents that continuously analyze operational data, diagnose issues, and guide teams toward the best actions. The result is faster decisions, reduced downtime, improved efficiency, and stronger operational performance.

Role : Senior Manager, Customer Success Lead - APAC & Middle East

Location: Bangalore, India (Hybrid)

Experience: 8+ years

Reports to: VP Customer Success

About the Role

The Senior Manager, Customer Success Lead - APAC & Middle East is a player-coach leader responsible for driving customer outcomes, value realization, and scalable Customer Success execution across the region.

This role combines strategic account ownership, value consulting, executive customer engagement, and team leadership. The leader will directly own a portfolio of strategic enterprise customers while building, coaching, and scaling a high-performing Customer Success team.

The ideal candidate is a trusted customer advisor who can personally lead complex customer engagements, demonstrate measurable business value, and develop CSMs to operate with the same level of strategic ownership and customer focus.

Success is defined by customers achieving measurable operational impact, strong adoption, retention, and expansion - supported by a scalable Customer Success organization.

Key Responsibilities

Strategic Account Ownership & Value Realization

• Own a portfolio of strategic enterprise customers across APAC/ME, acting as the senior Customer Success leader and trusted advisor.

• Drive customer success strategies that connect UptimeAI capabilities to measurable business outcomes.

• Build and maintain executive relationships across customer organizations, including business leaders, operational stakeholders, and technical teams.

• Lead executive business reviews, steering committees, and strategic value conversations.

• Develop customer value narratives, success plans, and measurable value milestones to demonstrate impact and support renewal and expansion.

• Identify opportunities for additional value creation through new use cases, assets, sites, and business areas.

Customer Success Team Leadership & Development

• Build, manage, coach, and mentor Customer Success Managers and Customer Success Engineers.

• Develop CSM capability in strategic account management, value consulting, executive engagement, adoption strategy, and customer storytelling.

• Establish and improve Customer Success playbooks, operating cadence, health frameworks, and success metrics.

• Create a culture of ownership, accountability, proactive engagement, and continuous improvement.

• Use personal customer engagements as a model and coaching opportunity to raise the capabilities of the broader CS team.

Adoption & Customer Engagement Strategy

• Ensure customers successfully adopt UptimeAI and embed the platform into their operational workflows and decision-making processes.

• Drive structured onboarding, adoption programs, success planning, and value realization activities.

• Partner with customers to identify barriers, accelerate adoption, and maximize business impact.

• Enable CSMs to proactively manage customer health, engagement, and growth opportunities.

Cross-Functional & Regional Leadership

• Partner closely with Sales, Delivery, Product, Engineering, and Technical Consulting teams to align customer priorities with execution.

• Represent the voice of customers internally and influence product improvements and roadmap priorities.

• Support renewals and expansion through strong value demonstration, customer advocacy, and executive alignment.

• Own regional customer health, retention, and expansion performance.

What Success Looks Like

• Customers achieve measurable business and operational value from UptimeAI.

• The leader successfully manages a strategic book of business while developing a scalable, high-performing CS team.

• CSMs operate as trusted advisors who can independently lead value-based customer conversations.

• Customers have strong executive alignment, adoption, and confidence in UptimeAI.

• APAC/ME achieves strong retention, expansion, and customer health outcomes.

• Customer Success processes and best practices are consistently executed across the region.

Qualifications (Must Have)

• 10+ years of experience in Customer Success, Consulting, Enterprise SaaS, Operations, Reliability, or technology transformation roles.

• Proven experience as a player-coach leader: managing enterprise accounts while leading and developing customer-facing teams.

• Strong value consulting capabilities with the ability to translate technology and AI-driven insights into measurable business outcomes.

• Experience building executive relationships and leading strategic customer conversations.

• Experience coaching CSMs on account strategy, value realization, adoption, and expansion.

• Strong domain expertise in process industries such as oil & gas, refining, chemicals, cement, manufacturing, or other asset-intensive industries.

• Experience driving customer adoption, retention, renewals, and expansion in enterprise environments.

• Excellent executive communication, storytelling, and presentation skills.

• Experience with AI/ML, APM, predictive maintenance, industrial analytics, or similar enterprise technology platforms.

• Regional leadership experience managing enterprise customers across APAC and/or Middle East markets.