Senior Customer Success & Governance 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

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.