Customer Success Manager

About Us

Founded in 2011, PT Data Sinergitama Jaya, Tbk (now known as Elitery) is an IT-managed service company specializing in cloud and cybersecurity services. With a strong corporate reputation, Elitery is trusted by leading global cloud service providers, including Google Cloud, as a go-to-market partner in Indonesia.

Why Join Us

Elitery is an exceptional place to work, offering the flexibility of a hybrid work environment. We foster a collaborative and innovative culture, alongside competitive benefits and more. The company places a strong emphasis on career development, ensuring employees have opportunities for growth. Elitery also adheres to global standards like ISO 9001 and ISO 27001, with a focus on credibility, competency, a commitment to quality, continuous improvement, and customer focus.

About the Role

We're looking for a Customer Success Manager to lead our Solution Architect and Technical Account Manager teams at Elitery. You'll ensure our enterprise customers get maximum value from our private and public cloud infrastructure, cybersecurity, and AI solutions — from architecture design and onboarding through daily operations, renewal, and expansion.

Job Descriptions:

1. Lead and develop the Solution Architect and Technical Account Manager teams.
2. Own strategic relationships with enterprise, state-owned enterprise, and government customers.
3. Review solution architectures across domains — private cloud, public cloud, hybrid, security stack, and AI/data platforms — before they reach the customer.
4. Ensure proposed solutions aren't just compelling on paper but genuinely operable by our delivery and SOC/NOC teams.
5. Run Quarterly Business Reviews and serve as the primary escalation point for customers
6. Maintain SLA compliance while driving retention and contract value growth.

Requirements :

1. 7+ years in managed services, cloud, or system integration — including 3+ years leading technical teams
2. Strong grounding in cloud infrastructure: private cloud/virtualization, at least one hyperscaler, hybrid architecture, and DR/BCP
3. Solution-level understanding of cybersecurity: SOC/SIEM, endpoint and network security, IAM, and regulatory compliance
4. Familiarity with the AI solutions landscape — GPU infrastructure, data platforms, RAG/LLM deployment, and data sovereignty considerations
5. Track record managing enterprise accounts in Indonesia, ideally in government or financial services
6. Solid command of ITIL practices (incident, problem, and change management)
7. Strong communication skills up to C-suite level, in both Bahasa Indonesia and English

Nice to Have

1. Cloud architect certification (AWS/GCP/Azure/Alibaba), CISSP/CISM, or ISO 27001

2. Experience with government and SOE tender processes