Customer Success & Service Support Manager

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.