Associate Customer Success Manager
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Job Description
Associate Customer Success Manager managing a portfolio of Aerospace & Defense clients at Jama Software. Ensuring rapid value delivery through onboarding and helping customers realize their investment's value.
Responsibilities:
- Own the end-to end customer relationship across assigned accounts
- Accelerate onboarding and installation to achieve rapid time to value
- Define success metrics (KPIs) with customers and execute QBRs to track progress
- Guide adoption and best practices to help customers realize measurable outcomes
- Map and engage customer stakeholders at multiple levels (End Users, Project Leaders, Executive Sponsors, Procurement, Partners)
- Develop and execute strategic account plans to uncover growth opportunities
- Identify adoption and renewal risks; collaborate cross functionally to remediate and ensure successful renewals
- Prioritize and drive fast resolution of issues and escalations, leveraging resources across Jama
- Deliver high renewal rates and growth revenue while reducing churn in target markets
- Build advocacy by developing reference customers and case studies
- Maintain accurate, timely account data and activities in CRM (Salesforce) and other company collaboration systems
- Present the Jama value proposition to executive and technical audiences; educate customers on product capabilities and roadmap relevance to their needs
- Maintain an understanding of the competitive landscape and articulate differentiation
- Prepare renewal and growth forecasts and related financial reporting with high accuracy
- Collaborate closely with Account Executives, Solution Architects, Customer Support, Services, Product, and Leadership
- Coordinate with Finance and Legal to ensure contracts are accurate and compliant with Jama policies
- Contribute to Customer Success playbooks; document and share retention and growth best practices
- Help manage customer expectations and drive alignment on scope, outcomes, and timelines
- Other duties as assigned
Requirements:
- 1–3 years of experience as a CSM or in a customer facing role with ownership for revenue and/or bookings, preferably in a SaaS environment
- Bachelor’s degree or equivalent work experience
- Exceptional verbal and written communication skills, including group presentations
- Strong relationship building skills with the ability to engage business and technical stakeholders
- Strategic account planning, discovery, and documentation of customer org structures
- Negotiation, conflict resolution, and change management skills
- Ability to diagnose customer pain points and align solutions to outcomes
- Cross functional collaboration and project management abilities
- Proven track record of meeting renewal goals and reducing churn
- Familiarity with system level products in enterprise accounts
- Proficiency with CRM (Salesforce) and basic forecasting/reporting
- Proficiency with MS Office applications, with emphasis on MS Excel and PowerPoint
- Ability to travel up to 10%.
Benefits:
- Virtual first and culturally diverse work environment spanning 8 countries.
- Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions.
- Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.
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