Customer Success Manager

We’re looking for a Customer Success Manager to drive customer value in the State & Local Government (SLED) industry. As a Customer Success Manager, you’ll be responsible for a portfolio of customers and serve as a key individual contributor on our team. You’ll manage all phases of the customer relationship lifecycle—from onboarding to renewal—while delivering market-leading subscription renewal rates.

In this role, you’ll also focus on driving ongoing growth and usage of Jama Software's product within your accounts, helping customers achieve their goals and turn into enthusiastic Jama Software advocates. If you're someone who loves building long-term relationships, driving customer success, and making an impact in the public sector, we’d love to hear from you!

What You'll Do: 

• Pro-active ownership of the lifetime customer relationship
• Work with customers to establish KPIs for success, establish and execute business reviews, and manage engagement to achieve desired outcome against documented account plans; Engage regularly with customers via strategic and operational reviews to evaluate their needs, progress, and strategic direction
• Ability to discover and document the organizational structure of customer organizations and align at different levels that include: End User, Project Leader, Executive Sponsor, Contracting/Procurement and Partners
• Manages a portfolio of clients, developing strategic account plans for each customer and uncover areas for growth
• Identifies adoption and renewal risks and collaborates with internal teams to remediate and ensure a successful renewal
• Ensures any account issues are resolved quickly, utilizing resources from across Jama as needed; Prioritizes and drives resolution on account escalations
• Delivers industry leading renewal rates and commensurate growth revenue.
• Reduces churn for customers in our target markets.
• Develops reference customers and drive customer advocacy.
• Works to identify, develop, and, close growth opportunities.
• Maintains accurate information in the Customer Relationship Management (CRM) system (Salesforce)
• Maintains an understanding of our product and its roadmap, and help customers understand how the solution addresses their specific business needs. Presents the Jama value proposition to audiences ranging from senior executives to technical stakeholders; Educates customers on the value they can derive from Jama
• Develops a complete understanding of the competitive landscape
• Prepares financial reports for forecasting renewal and growth performance
• Helps manage customer expectations
• Works collaboratively with other team members (AEs, SAs, Customer Care, Services, Product, Leadership)
• Works closely with finance and legal teams to ensure all contracts are accurate and adhere to Jama Software policies
• Inform Customer Success Management playbook and identify retention and growth best practices that can be fed back into online customer success practices
• Other duties as assigned

What You'll Bring: 

• Expert level business analysis and business case (TCO/ROI) construction.
• Analytical thinker with proven verbal and written communications skills including group presentation abilities – both in person and remote.
• Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff.
• Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques.
• General familiarity with system level products in enterprise accounts.
• 2+ years experience in an account management and/or sales role, with ownership and accountability for a revenue and/or bookings number, preferably in a SaaS business environment.
• Bachelor degree or equivalent work experience
• Ability to travel 10%

Nice to Have: 

• Proven track record of successfully managing customer relationships at all levels in an organization to deliver results
• Proven track record of meeting renewal goals and reducing customer churn.
• Experience with Requirements Management, Application Lifecycle Management, or Product Lifecycle Management products is preferred.
• Experience working with State & Local Government Agencies is preferred

Perks and 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. 
• Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement. 
• Comprehensive and affordable medical, dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match.
• 6+ weeks of paid parental leave to bond with your new family member.
• Emphasis on learning and development at all levels with a subscription to LinkedIn Learning. 

At Jama Software, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders, and reside in eligible states to join our team.

Jama Software participates in E-Verify and will provide the federal government with your Form I-9.