Customer Success & Service Support Manager

SoftwareOne; Jakarta Pusat; On-site; IDR 200,000,000 - 360,000,000; Full time

Job summary

SoftwareOne is seeking 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.

You will take ownership of the customer relationship throughout the lifecycle, from onboarding and adoption through ongoing service delivery and renewal, working closely with Sales, Services, Support, and customer stakeholders to ensure outcomes and strengthen long-term partnerships.

Qualifications

• Strong customer relationship management and stakeholder engagement skills.
• Ability to understand customer priorities and translate them into structured success plans.
• Experience supporting customer success, service delivery, governance, or account management.

Responsibilities

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

Skills

Customer relationship management

Stakeholder engagement

Renewal & upsell awareness

Problem-solving

Communication

Cross-functional collaboration

Job description

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.

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.

Job Requirements

• 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.

Company description

SoftwareOne and Crayon have come together to form a global, AI‑powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world‑class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships you'll find a place to thrive here. Join us and be part of a purpose‑driven culture where your ideas matter, your growth is supported, and your career can go global.