Digital 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 softwareto 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 Digital Customer Success Manager who is responsible for supervising strategic and operational programs to improve Jama Software’s ability to deliver excellent customer outcomes effectively and efficiently through the digital experience. The Digital Success Customer Success Manager works cross-functionally to orchestrate results with Customer Success, Customer Support, Solutions, Customer Marketing, Product and Engineering.

You’ll be working with your manager, Manager, Digital Customer Success, to achieve the goals of this newly formed Digital 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:

• Manage a digital customer journey and experience.
• Build Go-to-market (GTM) and/or customer adoption campaigns, including collaboration with Marketing, Product, Data Teams, and Revenue Operations.
• Digital journey development, content creation and curation, and metrics.
• Improve and augment the digital experience for CSM-led customers.
• Cross-functionally align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience.
• Implement, evaluate, and measure digital programs against internal targets for continuous improvement.
• Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns.
• Maintain accurate information in our Customer Relationship Management (CRM) system (Salesforce).

What You'll Bring:

• 4+ years in Customer Success program management in SaaS, with demonstrable experience crafting tech-touch, processes, automation, and CRM tools.
• 1+ years in building a Digital Customer Success program with proven results.
• Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service.
• Knowledge and track record with email campaigns, in-app experience, webinars/events, and certifications.
• Experience with digital engagement approaches and methods (i.e., Digital Customer Success/tech touch, Digital Marketing).
• Strong verbal and written skills with a strong ability to articulate and communicate plans.
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision-making, and goal management.
• Ability to travel 10%.

Nice to Have:

• Experienced running cross-functional initiatives in mid-sized or large organizations.
• Consistent record of successfully managing customer relationships at all levels in an organization to deliver results
• Consistent record of meeting renewal goals and reducing customer churn.
• Experience with Requirements Management, Application Lifecycle Management, or Product Lifecycle Management products.

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 subscription to LinkedIn Learning.

At Jama Software, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders, and reside in eligible states to join our team.

Jama Software participates in E-Verify and will provide the federal government with your Form I-9.

If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Women, BIPOC, LGBTQ, and other under-represented groups are highly encouraged to apply. We're eager to meet people that believe in Jama Software’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or that of their relatives, friends or associates or any other characteristic protected under federal, state, or applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request an accommodation.