Associate Customer Success Manager

Jama Software is focused on maximizing innovation success in multidisciplinary engineering organizations. They are seeking an Associate Customer Success Manager to manage a portfolio of Aerospace & Defense clients, ensuring rapid time to value and driving product adoption through effective customer engagement and support.

Responsibilities:

• Own the end-to-end customer relationship across assigned accounts
• Accelerate onboarding and installation to achieve rapid time to value
• Define success metrics (KPIs) with customers and execute QBRs to track progress
• Guide adoption and best practices to help customers realize measurable outcomes
• Map and engage customer stakeholders at multiple levels (End Users, Project Leaders, Executive Sponsors, Procurement, Partners)
• Develop and execute strategic account plans to uncover growth opportunities
• Identify adoption and renewal risks; collaborate cross functionally to remediate and ensure successful renewals
• Prioritize and drive fast resolution of issues and escalations, leveraging resources across Jama
• Deliver high renewal rates and growth revenue while reducing churn in target markets
• Build advocacy by developing reference customers and case studies
• Maintain accurate, timely account data and activities in CRM (Salesforce) and other company collaboration systems
• Present the Jama value proposition to executive and technical audiences; educate customers on product capabilities and roadmap relevance to their needs
• Maintain an understanding of the competitive landscape and articulate differentiation
• Prepare renewal and growth forecasts and related financial reporting with high accuracy
• Collaborate closely with Account Executives, Solution Architects, Customer Support, Services, Product, and Leadership
• Coordinate with Finance and Legal to ensure contracts are accurate and compliant with Jama policies
• Contribute to Customer Success playbooks; document and share retention and growth best practices
• Help manage customer expectations and drive alignment on scope, outcomes, and timelines
• Other duties as assigned

Requirements:

• 1–3 years of experience as a CSM or in a customer facing role with ownership for revenue and/or bookings, preferably in a SaaS environment
• Bachelor's degree or equivalent work experience
• Exceptional verbal and written communication skills, including group presentations
• Strong relationship building skills with the ability to engage business and technical stakeholders
• Strategic account planning, discovery, and documentation of customer org structures
• Negotiation, conflict resolution, and change management skills
• Ability to diagnose customer pain points and align solutions to outcomes
• Cross functional collaboration and project management abilities
• Proven track record of meeting renewal goals and reducing churn
• Familiarity with system level products in enterprise accounts
• Proficiency with CRM (Salesforce) and basic forecasting/reporting
• Proficiency with MS Office applications, with emphasis on MS Excel (for analyzing client data) and PowerPoint (for conducting business status review meetings)
• Ability to travel up to 10%
• Experience with Jama Software products and solutions
• Prior experience working in the Aerospace & Defense (A&D) industry
• Familiarity with working in secure or “air-gapped” customer environments and with partners/contractors
• Exposure to requirements management and ALM/PLM ecosystems (e.g., DOORS, Jira, Windchill, Codebeamer) and basic integration concepts (APIs, data exchange)
• Understanding of A&D program structures and compliance heavy environments (e.g., DO178C, DO254, ISO/IEC/IEEE 15288)