Customer Success Manager

Location US-NC-Morrisville
Job ID
Customer Support
Regular Full-Time


JAGGAER is the world's leading provider of comprehensive source-to-pay solutions. Some of the largest Commercial, Manufacturing and Life Sciences companies in the world trust JAGGAER with billions of dollars of annual spend. Additionally, JAGGAER is the leading procure-to-pay provider in the Higher Education and Government sectors. JAGGAER eprocurement and strategic sourcing customers across the globe have gained access to the best suppliers, with the best terms, on our scalable, customizable, user-friendly platform. Our SaaS-based, source-to-settle solution provides unparalleled visibility, insights and recommendations to procurement leaders and suppliers. The result is a fluid supply chain driven by powerful spend analysis, comprehensive contract management and efficient accounts payable solutions.



The Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The Customer Success Manager assists customers to plan and understand the best ways to utilize the JAGGAER suite of products. This will involve understanding the customer’s business processes, goals and business value targets justifying their purchase of the solution. The Customer Success Manager educates customers on the flexibility and capabilities of JAGGAER products to encourage usage and growth. The Customer Success Manager works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Principal Responsibilities

  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure the customer is leveraging the solution to achieve full business value.
  • Responsible for protecting existing revenue and reducing customer churn.
  • Ensure customer-licensed modules and features are aligned with the business goals and initiatives of the customer.
  • Create and maintain reports to track system utilization, feature adoption and module configuration to help reveal opportunities for efficiencies and growth.
  • Ensure timely and relevant communication to internal stakeholders in support of the renewal process.
  • Proactively engage customers prior to major and minor releases to review and demonstrate new features.
  • Document application enhancement requirements and present business cases to Product Development.
  • Aware of and communicate opportunities for account growth and new business.
  • Create and present Strategic Business Reviews to customer stakeholders.
  • Responsible for customer communication and conflict resolution.
  • Gain knowledge of customer business initiatives and goals to ensure alignment with product and feature recommendations.
  • Provide consultation, product advice, and best practices to customers regarding application questions and new features released throughout the year.

Position Requirements

  • Bachelor's degree or equivalent with proven Account Management or Project Management skills required in order to create, maintain and enhance customer relationships
  • Proven strong consulting skills required
  • Technical competence (working knowledge of JAGGAER products as well as general understanding of software, hardware, networks, etc)
  • Ability to work independently taking initiative to follow through and take ownership of all aspects of client management including: reporting, managing client expectations, as well as driving tasks and issues to resolution.
  • Capable in the areas of business process orientation, hands-on client relationship and client server technology skills.
  • Motivated, goal oriented, persistent and a skilled negotiator with strong interpersonal, consultative, documentation, multi-tasking and problem solving skills.
  • Strong communication skills, ability to create and present client communication and analysis in all formats: verbal, presentation, email, written documents.
  • Develop and maintain proficiency in JAGGAER's software solutions, solution methodologies, and core technologies



About Our Benefits

We offer a generous benefits package including employee and family health, dental and vision coverage, reimbursement accounts for eligible medical expenses; company-paid life insurance, AD&D, short-term and long-term disability benefits; retirement plan with company match and generous paid time off benefits. Additional benefits include education and well-being reimbursement benefits.



JAGGAER offers equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran or military status and other protected class characteristics.


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