Customer Success Manager, Medical Device & Life Sciences

Jama Software® is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity in fields such as fuel cells, electrification, space, software-defined vehicles, surgical robotics, and more all rely on Jama Connect® requirements management software to minimize the risk of defects, rework, cost overruns, and recalls. Using Jama Connect, engineering organizations can now intelligently manage the development process by leveraging Live Traceability™ across best-of-breed tools to measurably improve outcomes. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.

As a Customer Success Manager, you’ll be responsible for driving customer value in our Medical Device & Life Sciences industry vertical, our largest and fastest growing industry domain. In this role, the right person will take a value-based, consultative selling approach, establishing trusted advisor status across a complex network of customer stakeholders. To do so, the Customer Success Manager will be responsible for partnering with a diverse and experienced team of internal Subject Matter Experts to drive customer retention, upsell, and expansion opportunities in a technical engineering domain.

If you’re interested in the future of technology, Jama Software offers a rare chance to engage directly with world-class Medical Device and Life Science technology companies and the engineers responsible for developing the products of tomorrow.

A few recent Jama Software customer testimonials include: Vave Health, Microsure, Convergent Dental, and Proprio Vision.

What You'll Do:

• Own a portfolio of growth and strategic accounts.
• Manage customer life cycle, from acquisition to customer retention and loyalty.
• Drive product adoption and use through education, support, and guidance.
• Monitor customer health and proactively address risk to ensure customer retention.
• Lead business and technical discovery.
• Guide customers to quantify business impact.
• Accurately position the value of Jama Connect.
• Identify and close upsell and expansion opportunities within customer portfolio.
• Utilize Jama Software's product and services knowledge to develop solutions to customer business needs.
• Coordinate with cross-functional teams at Jama Software to deliver customer value.
• Maintain accurate forecast in CRM (Salesforce), including on-time retention and pipeline of upsell and expansion revenue.
• Actively participate in vertical strategy and skill development.

What You'll Bring:

• Related experience in a Customer Success Management, Account Management, and/or Sales role in a SaaS business environment
• Proven record of long-term customer retention, revenue growth, and individual quota attainment.
• Problem-solving mindset and willingness to leverage data & insights to drive customer outcomes.
• Strong interpersonal skills with a positive demeanor and an ability to engage with customers’ business and technical staff.

Nice to Have:

• Experience with Requirements Management, Application Lifecycle Management, or Product Lifecycle Management products.
• Experience working within the Medical Device and Life Sciences industries.

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.
• 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 country you live in, and reside in eligible countries to join our team.

If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Women, BIPOC, LGBTQ, and other under-represented groups are highly encouraged to apply. We're eager to meet people that believe in Jama Software’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or that of their relatives, friends or associates or any other characteristic protected under federal, state, or applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request an accommodation.