Customer Success Manager, Medical Device & Life Sciences

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.

As a Customer Success Manager, you’ll be responsible for driving customer value in our Medical Device & Life Sciences industry vertical, our largest and fastest growing industry domain. In this role, the right person will take a value-based, consultative selling approach, establishing trusted advisor status across a complex network of customer stakeholders. To do so, the Customer Success Manager will be responsible for partnering with a diverse and experienced team of internal Subject Matter Experts to drive customer retention, upsell, and expansion opportunities in a technical engineering domain. 

If you’re interested in the future of technology, Jama Software offers a rare chance to engage directly with world-class Medical Device and Life Science technology companies and the engineers responsible for developing the products of tomorrow.  

A few recent Jama Software customer testimonials include: Vave Health, Microsure, Convergent Dental, and Proprio Vision.  

What You'll Do: 

• Own a portfolio of growth and strategic accounts.
• Manage customer life cycle, from acquisition to customer retention and loyalty.  
• Drive product adoption and use through education, support, and guidance.
• Monitor customer health and proactively address risk to ensure customer retention.
• Lead business and technical discovery.
• Guide customers to quantify business impact.
• Accurately position the value of Jama Connect.
• Identify and close upsell and expansion opportunities within customer portfolio.
• Utilize Jama Software's product and services knowledge to develop solutions to customer business needs.
• Coordinate with cross-functional teams at Jama Software to deliver customer value.
• Maintain accurate forecast in CRM (Salesforce), including on-time retention and pipeline of upsell and expansion revenue. 
• Actively participate in vertical strategy and skill development. 

What You'll Bring: 

• Related experience in a Customer Success Management, Account Management, and/or Sales role in a SaaS business environment 
• Proven record of long-term customer retention, revenue growth, and individual quota attainment.
• Problem-solving mindset and willingness to leverage data & insights to drive customer outcomes.
• Strong interpersonal skills with a positive demeanor and an ability to engage with customers’ business and technical staff.  

Nice to Have: 

• Experience with Requirements Management, Application Lifecycle Management, or Product Lifecycle Management products.
• Experience working within the Medical Device and Life Sciences industries. 

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.
• Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.

At Jama Software, we welcome passionate