Manager, Customer Success

Jama Software® is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity in fields such as fuel cells, electrification, space, software-defined vehicles, surgical robotics, and more all rely on Jama Connect® requirements management software to minimize the risk of defects, rework, cost overruns, and recalls. Using Jama Connect, engineering organizations can now intelligently manage the development process by leveraging Live Traceability™ across best-of-breed tools to measurably improve outcomes. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.

We are looking for a Manager of Customer Success who is responsible for defining, leading, and tracking strategic and operational programs to improve Jama’s ability to deliver excellent customer outcomes effectively and efficiently. Additionally, this role manages our Customer Success team, particularly within our Aerospace and Defense vertical, providing support, guidance, and mentorship to your team. The Manager of Customer Success works cross-functionally to orchestrate results with Customer Success, Customer Support, Solutions, Customer Marketing, Product and Engineering.   

You’ll be working with your manager, our General Manager of Aerospace and Defense, to achieve the goals of the Customer Success team! Join our dynamic team in a remote-first work environment, with the opportunity to travel to key customer engagements and come together annually for a company-wide gathering!  

What You'll Do: 

• Lead and inspire a team of Customer Success Managers, providing guidance, coaching, and support to ensure individual and collective success.   
• Establish key performance indicators (KPIs) for the team and regularly monitor and report on performance metrics. Take corrective action as needed to achieve targets.   
• Implement training programs for CSMs to enhance their skills in customer engagement, product knowledge, and problem resolution.   
• Handle escalated customer issues, providing swift resolution and ensuring customer satisfaction is maintained.   
• Customer journey development and management (all Customer Segments).   
• Go-to-market (GTM) and/or customer adoption campaigns, including collaboration with Marketing, Product, Data Teams, and Revenue Operations.   
• Cross-functionally align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience.    
• Define, lead and track strategic and operational programs to successful completion.    
• Own and manage a book of key accounts, maintaining direct relationships to ensure their ongoing success and satisfaction.  
• Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns.    
• Maintains accurate information in the Customer Relationship Management (CRM) system (Salesforce).   
• Other duties as assigned.   

What You'll Bring: 

• 5-7+ years in Customer Success program management in SaaS.   
• 2+ years of people management experience.   
• Relevant experience with collecting, understanding and utilizing data and in building and scaling operational tools.   
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and goal management.   
• Experience with A/B testing, segmentation, personalization, and other customer engagement optimization techniques.   

Nice to Have: 

• Experienced leading cross-functional initiatives in mid-sized or large organizations.   
• Proven track record