Digital Customer Success Manager

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, our Senior Director of GTM Strategy, to achieve the goals of the 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.  
• When called upon, collaborate with Marketing, Product, Data Teams, and Revenue Operations on customer adoption campaigns, digital journey development, content creation and curation, and metrics. 
• Own a digital book of business, driving retention and identifying growth opportunities (added ARR) through proactive engagement and automated touchpoints. 
• Own the customer relationship post-sale, ensuring onboarding success, adoption, and ongoing engagement. 
• Monitor account health and address risks before they impact the relationship. 
• Engage with higher-value customers as needed to address strategic conversations, renewals, or escalations. 
• Cross-functionally align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience.  
• Execute, 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.  
• Maintains accurate information in the Customer Relationship Management (CRM) system (Salesforce). 
• Other duties as assigned. 

What You'll Bring: 

• Bachelor's degree or equivalent work experience. 
• 4+ years in Customer Success program management in SaaS, with demonstrable experience designing tech-touch, processes, automation and CRM tools. 
• Experience with CSPs (e.g., Gainsight, Vitally, Totango) and customer automation workflows. 
• Ability to travel 10%. 
• Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service. 
• Proven track record of managing customer relationships and achieving retention/growth goals. 
• Strong expertise with digital programs, email campaigns, in-app messaging, and CSP-driven customer journeys. 
• 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. 
• Data-driven mindset, with the ability to analyze metrics and convert insights into actionable improvements. 

Nice to Have: 

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

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.
• 6+ 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.