Customer Success Manager – Responsibilities
As a CSM, you will act as a trusted advisor and lead subject‐matter expert on JAGGAER products for key strategic customers, ensuring they achieve maximum business value.
Foster Customer Relationship
Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
Establish periodic touchpoints to keep customers informed, engaged, and solicit general feedback.
Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
Escalate customer requests to the relevant teams.
Define Success
Gain knowledge of customer business goals to align product and feature recommendations.
Develop a Success Plan aligned with the customer's business objectives.
Set adoption targets.
Assess Value
Proactively analyze usage, adoption, and value KPIs using standard/custom dashboards and reports.
Create and present performance reviews to customers.
Maximize Solution Adoption




Advise on solution optimization to meet business objectives.
Provide insights on benchmarks and best practices.
Engage customers and provide consultative guidance following software releases.
Continuously grow and maintain solution expertise.
Contribute to Customer Retention and Growth
Actively work to ensure customer retention.
Proactively identify areas of growth.
Success in this role
Consistent high customer health ratings for your portfolio.
Customers consider you a trusted advisor with both product and business acumen.
You have created a "brand" that puts you in demand for new customer assignments.
Other CSM team members consider you a collaborative member of the team.
You deliver innovation on how to make our customers successful.
Position Requirements
Bachelor's degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management.
SaaS competencies, in

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