Senior Customer Success Manager

Jama Software® is focused on maximizing innovation success. Numerous firsts for humanity in fields such as fuel cells, electrification, space, autonomous vehicles, surgical robotics, and more all rely on Jama Connect® to minimize the risk of product failure, delays, cost overruns, compliance gaps, defects, and rework. Jama Connect uniquely creates Live Traceability™ through siloed development, test, and risk activities to provide end-to-end compliance, risk mitigation, and process improvement. Our rapidly growing customer base of more than 12.5 million users across 30 countries spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, financial services, and insurance industries. To learn more, please visit us at jamasoftware.com. 

 

As a Senior 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 Senior 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 product and services knowledge to develop solutions to customer business needs. 
• Coordinate with cross-functional teams at Jama 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: 

• 8+ years of related experience in a Customer Success Management, Account Management, and/or Sales role. 
• 3+ years of Customer Success Management experience, preferably 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. 
• 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.
• 12 weeks of paid parental leave to bond with your new family member.
• Emphasis on learning and development at all levels with a subsc