Senior Customer Success Manager

Position Description

JAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed, JAGGAER benefits through increased customer retention (i.e., reduced churn), solution expansion, and positive references.

The Customer Success Manager is a highly visible role, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on JAGGAER products.

As a CSM

• 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 ensure customers are informed, engaged, and solicit general feedback.
  • Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
  • Ensure Customer requests are escalated to the relevant teams

• Define Success
  • Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.
  • Develop a Success Plan aligned with customer business objectives
  • Set adoption targets 

• Assess Value
  • Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
  • Create and present Performance Reviews to customers 

• Maxime Solution Adoption
  • Advise on solution optimization to meet business objective
  • Provide insights on benchmarks and best practices
  • Engage customers and provide consultative guidance following software releases
  • Continuously grow and maintain your solution expertise 

• Contribute to Customer Retention and Growth
  • Actively work to ensure customer retention
  • Proactively identify area of growth

As a Sr CSM

Solution Expertise:

• Become a solution expert/subject matter expert on the assigned solutions and understand how they interact with the JAGGAER One ecosystem.
• Working with Strategic, Complex Accounts:
• Manage relationships with key stakeholders, ensuring alignment on business objectives and strategic goals.
• Proactively identify opportunities for account growth and work to expand product adoption.
• Develop customized success plans for strategic accounts, outlining key milestones and success metrics.
• Monitor account health, anticipate challenges, and implement solutions to mitigate risks.
• Regularly conduct business reviews to assess progress, demonstrate value, and adjust strategies as needed.

Team Assistance:

• Develop and share best practices to educate the CSM team
• Be a resource for the team for both product advice and customer facing communication techniques

Supporting CSM Leadership:

• Provide feedback to CSM leadership on ways to improve the CSM program, enablement, and documentation. 

Success in this Position

Key Indicators of Success as a Senior Customer Success Manager at JAGGAER:

• Maintain consistently high customer health ratings for your portfolio
• Earn the trust of customers as an advisor with both product expertise and business insight
• Foster collaboration within the CSM team, earning respect as a team player
• Be recognized by the Global CSM Team as a go-to expert for your assigned platform
• Cultivate a positive atmosphere and serve as a mentor, contributing to the development of your fellow CSMs

Position Requirements

• Bachelor's degree or equivalent with proven Customer Success, Account Management or Project Management skills required to create, maintain and enhance customer relationships.
• Experience developing reports and analysing data using various tools (Excel, Looker, and Tableau).
• Proven strong consulting skills required.
• Proven SaaS competencies (general understanding of software, hardware, networks, etc.)
• Ability to work independently taking initiative to follow through and take ownership of all aspects of client relationship management.
• Expertise in business process optimization, aligning customer objectives with JAGGAER’s solutions, and driving long-term value for clients at scale.
• Motivated, action & goal oriented, persistent, interpersonal, consultative, multi-tasking and problem-solving skills.
• Excellent interpersonal and communication skills, with the ability to influence and present to C-suite executives, cross-functional teams, and large audiences, tailoring messaging to different stakeholders.
• Deep, strategic knowledge of JAGGAER’s software solutions and methodologies, positioning yourself as a trusted advisor who can drive product adoption and maximize client ROI.
• Demonstrated ability to manage, guide, and elevate the performance of Customer Success teams, fostering a culture of excellence and continuous improvement.