Strategic Customer Success & Service Governance Manager

SoftwareONE; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

SoftwareOne seeks a Customer Success Manager to own the customer relationship lifecycle, ensuring adoption, service excellence, and renewal outcomes. You will collaborate with Sales, Services, Support, and customer stakeholders to deliver measurable business value and strengthen long-term partnerships.

You will lead onboarding, adoption programs, and governance reviews, aligning customer objectives with platform capabilities and service commitments.

Qualifications

• Strong CRM and stakeholder engagement skills.
• Ability to translate customer priorities into structured success plans.
• Experience in customer success, service delivery, governance or account management.
• Understand SLAs, metrics, and risk management.

Responsibilities

• Building and maintaining trusted relationships with executive sponsors and key stakeholders.
• Developing Customer Success Plans aligned to objectives and measurable outcomes.
• Leading business reviews, governance meetings, and service performance discussions.
• Driving onboarding, adoption, and engagement across platforms to maximize value.
• Coordinating internal teams to manage escalations and continuous service improvement.
• Supporting renewals and identifying growth opportunities.

Skills

Customer relationship management

Stakeholder engagement

Account management

Renewals

Cross-sell & upsell

Job description

SoftwareOne seeks a Customer Success Manager to own the customer relationship lifecycle, ensuring adoption, service excellence, and renewal outcomes. You will collaborate with Sales, Services, Support, and customer stakeholders to deliver measurable business value and strengthen long-term partnerships.

You will lead onboarding, adoption programs, and governance reviews, aligning customer objectives with platform capabilities and service commitments.