Customer Success Manager

Customer Success Manager – Responsibilities

As a CSM, you will act as a trusted advisor and lead subject‑matter expert on JAGGAER products for key strategic customers, ensuring they achieve maximum business value.

Foster Customer Relationship

• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
• Establish periodic touchpoints to keep customers informed, engaged, and solicit general feedback.
• Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
• Escalate customer requests to the relevant teams.

Define Success

• Gain knowledge of customer business goals to align product and feature recommendations.
• Develop a Success Plan aligned with the customer’s business objectives.
• Set adoption targets.

Assess Value

• Proactively analyze usage, adoption, and value KPIs using standard/custom dashboards and reports.
• Create and present performance reviews to customers.

Maximize Solution Adoption

• Advise on solution optimization to meet business objectives.
• Provide insights on benchmarks and best practices.
• Engage customers and provide consultative guidance following software releases.
• Continuously grow and maintain solution expertise.

Contribute to Customer Retention and Growth

• Actively work to ensure customer retention.
• Proactively identify areas of growth.

Success in this role

• Consistent high customer health ratings for your portfolio.
• Customers consider you a trusted advisor with both product and business acumen.
• You have created a “brand” that puts you in demand for new customer assignments.
• Other CSM team members consider you a collaborative member of the team.
• You deliver innovation on how to make our customers successful.

Position Requirements

• Bachelor’s degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management.
• SaaS competencies, including a general understanding of software, hardware, networks, etc.
• Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution.
• Capable in business process orientation and hands‑on client relationship management and services.
• Highly motivated, action‑ and goal‑oriented, persistent, with strong interpersonal, consultative, multi‑tasking, and problem‑solving skills.
• Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents.
• Develop and maintain expertise in JAGGAER’s software solutions, methodologies, and core technologies, especially the assigned platform.
• Ability to lead projects and initiatives for several team members successfully.

Our Offer

• Education, coaching, and support for your personal development.
• Exciting and challenging work environment within an international team.
• A modern office with excellent infrastructure.
• An open and dynamic company culture.