Customer Success & Service Support Manager

SoftwareOne; Jakarta Pusat; On-site; IDR 267,840,000 - 401,760,000; Full time

Job summary

SoftwareOne in Jakarta is seeking a Customer Success Manager to build trusted relationships with senior customer stakeholders, drive measurable value from software and cloud investments, and act as a trusted advisor throughout the engagement.

You will own the customer lifecycle from onboarding through renewal, coordinate with Sales, Services and Support to ensure value realization, manage escalations, monitor KPIs and SLAs, and identify renewal and growth opportunities.

Qualifications

• Strong customer relationship management and stakeholder engagement skills, including the ability to build trust with senior business stakeholders.
• Ability to understand customer business priorities and translate them into structured success plans and measurable outcomes.
• Experience supporting customer success, service delivery, governance, support operations, or customer-facing account management activities.
• Understanding of service-level agreements, performance metrics, contractual commitments, and risk management practices.
• Strong commercial awareness with the ability to identify renewal, cross-sell, and upsell opportunities in a consultative manner.
• Excellent communication, collaboration, and problem-solving skills with the ability to work effectively across customers, Sales, Services, and Support teams.

Responsibilities

• Building and maintaining trusted relationships with executive sponsors, key stakeholders, and customer decision-makers.
• Developing Customer Success Plans aligned to customer objectives, priorities, and measurable business outcomes.
• Leading business reviews, governance meetings, and service performance discussions while monitoring SLAs, KPIs, and contractual commitments.
• Driving customer onboarding, adoption, and engagement across software, cloud, and self-service platforms to maximize value realization.
• Coordinating internal teams to manage escalations, mitigate risks, resolve service issues, and support continuous service improvement.
• Supporting renewals, identifying appropriate growth opportunities, and sharing customer insights with Sales and Services teams.

Skills

Relationship management

Stakeholder engagement

Customer success

Governance & SLAs

Commercial awareness

Communication & collaboration

Job description

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

Would you enjoy building trusted relationships with senior customer stakeholders?

Are you motivated by helping customers gain measurable value from their technology investments?

Do you thrive in a role that combines customer success, service governance, and commercial awareness?

At SoftwareOne, we help organizations maximize the value of their software, cloud, and technology investments through exceptional customer experiences and long-term partnerships. We are looking for a Customer Success Manager to act as a trusted advisor for our customers, helping them achieve their business objectives while driving adoption, service excellence, and customer satisfaction.

As a Customer Success Manager, you will take ownership of the customer relationship throughout the lifecycle, from onboarding and adoption through to ongoing service delivery and renewal. Working closely with Sales, Services, Support, and Customer stakeholders, you will ensure customers achieve their desired business outcomes while strengthening long-term partnerships.

Key responsibilities:

• Building and maintaining trusted relationships with executive sponsors, key stakeholders, and customer decision-makers.
• Developing Customer Success Plans aligned to customer objectives, priorities, and measurable business outcomes.
• Leading business reviews, governance meetings, and service performance discussions while monitoring SLAs, KPIs, and contractual commitments.
• Driving customer onboarding, adoption, and engagement across software, cloud, and self-service platforms to maximize value realization.
• Coordinating internal teams to manage escalations, mitigate risks, resolve service issues, and support continuous service improvement.
• Supporting renewals, identifying appropriate growth opportunities, and sharing customer insights with Sales and Services teams.

What we need to see from you

• Strong customer relationship management and stakeholder engagement skills, including the ability to build trust with senior business stakeholders.
• Ability to understand customer business priorities and translate them into structured success plans and measurable outcomes.
• Experience supporting customer success, service delivery, governance, support operations, or customer-facing account management activities.
• Understanding of service-level agreements, performance metrics, contractual commitments, and risk management practices.
• Strong commercial awareness with the ability to identify renewal, cross-sell, and upsell opportunities in a consultative manner.
• Excellent communication, collaboration, and problem-solving skills with the ability to work effectively across customers, Sales, Services, and Support teams.

Job Function

S&C Delivery