Why SoftwareOne?
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.
The role
Job Description:
We are seeking a highly skilled and experienced Customer Success Manager to join our team. This role will involve overseeing and coordinating end-to-end delivery across their customer delivery journey (quote to collect), collaborating with account managers on overall account health and growth. The Customer Success Manager will play a key role in the customer experience by acting as a single point of contact for the customer.
The successful candidate will identify up-sell/cross-sell and renewal opportunities with Sales and Services. This position also requires advanced licence knowledge. Frequently is involved in developing new ideas. May provide mentoring to more junior colleagues.
Key Responsibilities:
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End-to-end delivery ownership: Manage the full customer lifecycle (quote to collect), ensuring smooth delivery and a strong customer experience.
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Account collaboration & growth: Partner with Account Managers to support account health, identify upsell/cross-sell/renewal opportunities, and drive revenue growth.
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Customer relationship lead: Act as the main point of contact, managing daily delivery, expectations, and overall customer satisfaction.
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Commercial & operational excellence: Lead quotation processes, provide licensing expertise, and ensure timely delivery aligned with SLAs.
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Customer success & engagement: Drive adoption, monitor performance (CSAT/NPS), lead QBRs, and identify advocacy opportunities (case studies/testimonials).
What we need to see from you
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Education & experience: Bachelor’s degree (or equivalent) with 3+ years in Customer Success, Sales, Account Management, or related roles.
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Industry & domain expertise: Strong background in IT licensing/services, solid IT knowledge, and understanding of corporate technology trends.
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Process & operational knowledge: Familiar with quote-to-order processes, customer onboarding, after-sales, and IT service management frameworks (e.g., ITIL).
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Customer & stakeholder management: Proven experience working with corporate clients, building relationships, driving engagement, renewals, and minimizing churn in a matrix organization.
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Core competencies & skills: Strong problem-solving, consultative approach, critical thinking, conflict management, and fluent communication in English and local language.
Job Function
Sales
