JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.  For more information, visit www.jaggaer.com 

The Manager, Customer Success leads a team of CSMs to achieve department goals. Supervise and mentor CSMs on their assigned portfolios to drive customer adoption, retention, and long-term success.

This role is responsible for fostering collaboration within your team and with others, driving growth, maintaining high team engagement, and ensuring consistency in processes and reporting while adapting strategies to address region-specific challenges and opportunities.

The CSM Manager develops the team, maintains high engagement, and works closely with the CSM leadership team and other departments to enhance the customer journey. They proactively resolve issues, prevent recurring challenges, and continuously refine processes to improve the customer experience.

Additionally, the CSM Manager plays a pivotal role in evolving the Customer Success Manager (CSM) program to align with changing business objectives and customer needs.

Position Responsibilities: 

Department strategy:

· Actively contribute to defining the department's strategy and play a key role in its execution.

· Serve as the regional representative of the CSM department.

· Lead internal projects, such as SME initiatives or rollout of new offerings.

· Turn team feedback into actionable improvements.

Team Management/Development:

· Lead and oversee a team of Customer Success Managers, ensuring alignment with the objectives of the Customer Success Program

· Provide daily guidance, coaching, and mentorship to support team development and success

· Conduct performance reviews, provide ongoing feedback, and support professional development to foster team growth and improvement

· Manage incentive plans to recognize and motivate team members

· Manage resource capacity planning supporting your director in hiring and team building

· Ensure local operational excellence: support CSMs in achieving deliverables and maintaining service levels outlined in the Customer Success Program

Collaboration:

· Collaborate with the CSMs and CS Managers to execute the department strategy

· Build and maintain strong relationships with internal departments, including Sales, Product Management, Marketing, and Global Customer Care

Success in this position:

· Accountability

· Strong communication and intercultural skills

· Capacity to lead by example

· Problem solving attitude

· Results-driven mindset

· Develop and maintain a good team spirit with remote team

· Develop cross-functional influence

Position Requirements:

· S2P (Source-to-Pay) knowledge and experience

· Understanding of the JAGGAER customer base

· Proven track record of exceptional CSM performance, including high GRR (Gross Revenue Retention) for assigned accounts

· Proven track record of mentoring or supporting team members in their growth

· Ability to convert customers into advocates

· Strong organizational skills with a streamlined, process-oriented mindset

· Strategic thinker with the ability to prioritize tasks effectively

· Proven ability to build and nurture relationships within an organization and externally with customers and partners.

· Exceptional communication skills, with the ability to effectively convey complex technical topics to diverse audiences, including customers and senior management

· Skilled in creating and delivering communications in various formats, including verbal, presentations, email, and formal documents to a variety of audiences

· Ability to provide constructive feedback to direct reports and communicate effectively across teams

· Ability to travel to customer events

· Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams, etc.) and JAGGAER applications (such as Salesforce, co-pilot, JIRA, Aha and more)

What We Offer:

At JAGGAER, we are committed to supporting you and your family’s well-being. Your health is a priority, and we offer a range of programs to help you stay well and thrive. Our benefits include exceptional medical, dental & vision plans, adoption assistance, wellness reimbursements, generous parental leave, 401(k) matching, flexible work options, unlimited vacation for exempt employees, and more!

Our Values:

At JAGGAER, our values shape everything we do—from supporting customers and collaborating with teammates to building products and fostering our culture.

Be Collaborative: Promote mutual respect, work productively with others, and share responsibility for success.

Be Accountable: Own your actions, learn from challenges, and stay proactive to achieve results.

Be Adaptable: Embrace change, encourage innovation, and stay effective through significant transitions.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)