Manager, Digital Customer Success

Job description

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.

We are looking for a Manager, Digital Customer Success who is responsible for defining, leading, and tracking strategic and operational programs to improve Jama Software’s ability to deliver excellent customer outcomes effectively and efficiently through the digital experience.  

You’ll be working with your manager, our VP of Customer Success, to achieve the goals of the Demand Generation team! You'll also partner to orchestrate results with Customer Success, Support, Solutions, Customer Marketing, Product, and Engineering. This role will also lead a team, providing support, guidance, and mentorship to staff.  

Join our dynamic team in a remote-first work environment, with the opportunity for some travel and to come together annually for a company-wide gathering!  

What You'll Do:

  • Lead and inspire a team, providing guidance, coaching, and support to ensure individual and collective success.  
  • Establish key performance indicators for the team and regularly monitor and report on performance metrics. Take corrective action as needed to achieve targets.  
  • Implement training programs for CSMs to enhance their skills in customer engagement, product knowledge, and problem resolution.  
  • Handle advanced customer issues, providing swift resolution and ensuring customer satisfaction is maintained.  
  • Define and implement a digital customer journey and experience with content creation, curation, and metrics.
  • Collaborate on Go-to-market (GTM) and/or customer adoption campaigns, including collaboration with Marketing, Product, Data Teams, and Revenue Operations.  
  • Enhance 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.  
  • Define, lead, and track strategic and operational digital programs to successful completion.  
  • Design, 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.  
  • Manage workflows and set direction for the Digital Customer Sucess Team to ensure optimal performance against set plans and standard processes, including providing mentorship and coaching to help team reach full potential.  

What You'll Bring:

  • 5-7+ years in Customer Success program management in SaaS, with demonstrable experience designing tech-touch, processes, automation, and CRM tools.  
  • 2+ years in building a Digital Customer Success program with proven results.  
  • 2+ years of people management experience.
  • Proven experience with collecting, understanding and using data and in building and scaling operational tools.  
  • A deep understanding of programs that help drive product adoption, growth, customer loyalty, and customer retention.  
  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision-making, and goal management.  
  • Experience with A/B testing, segmentation, personalization, and other customer engagement optimization techniques including email campaigns, in-app experience, webinars/events, and certifications.  
  • Experience with defining and leading digital engagement strategies.  
  • Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service.  
  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans.  
  • Passion for continuous iteration and experimentation - with the ability to be data-driven & analytical and to measure the business impact of solutions.  
  • Strong communication skills; able to collaborate with a variety of collaborators including leadership and cross-functional teams including Customer Success Managers, Account Executives, Marketing, and Product teams.  
  • Excellent organization skills; experience leading project plans, meeting deadlines, and proactively raising blockers or risks.  

Nice to Have:

  • Experienced leading cross-functional initiatives in mid-sized or large organizations.  
  • 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.

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