• Customer Success Manager

    Location US-NC-Morrisville
    Job ID
    Customer Operations
    Regular Full-Time
  • Overview

    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 a highly visible, customer facing role within JAGGAER’s Customer Operations team; helping our customers achieve success by driving and delivering customer outcomes. A CSM has a portfolio of customers and leverages their ability to develop customer relationships that promote solution value, retention and loyalty. The Customer Success Manager assists customers to plan and understand the best ways to utilize the JAGGAER suite of products by creating and executing a Customer Success Plan. Understanding the customer’s business processes, goals and challenges and matching those with JAGGAER solutions that line up with that Success Plan helps achieve customer outcomes. The Customer Success Manager is also responsible for assessing and managing customer health and is prepared to develop and manage a health recovery plan when needed.

    Principal Responsibilities

    • Develop a trusted advisor relationship with strategic 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.
    • Proactively identify customer issues, develop and execute action plans for addressing them.
    • Ensure customer-licensed modules and features are aligned with the business goals and initiatives of the customer.
    • 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 platform features.
    • Identify and communicate upsell opportunities for account growth and new business.
    • Create and present Operational Business Reviews to customer stakeholders and support Account Managers in Executive Business Reviews.
    • Gain knowledge of customer business initiatives and goals to ensure alignment with product and feature recommendations.

    Position Requirements

    Bachelor's degree or equivalent with proven Customer Success, Account Management or Project Management skills required in order to create, maintain and enhance customer relationships

    • Proven strong consulting skills required
    • Technical SaaS competence (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 services.
    • Motivated, action & goal oriented, persistent 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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