Associate Customer Success Manager

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 an Associate Customer Success Manager (CSM) to manage a portfolio of Aerospace & Defense clients and partner closely with Account Executives and Consultants to ensure rapid time to value through efficient onboarding and installation. The CSM drives product adoption by guiding customers toward best practices and helping them fully realize the value of their investment. 

 As a trusted partner, the CSM proactively identifies customer pain points, aligns business needs with Jama Software products and services, and ensures timely resolution of support issues. The CSM also identifies expansion opportunities by recognizing evolving customer needs and aligning them with solutions that enhance outcomes. The role is accountable for managing renewal cycles, maintaining customer satisfaction, cultivating customer advocacy, and fostering strong strategic relationships that drive long-term retention and growth across assigned accounts, term retention and growth across assigned accounts. 

What You'll Do: 

• 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 

What You'll Bring: 

• 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