Digital Customer Success Manager

Portland - USA

Monthly Salary: Not Disclosed

Posted on: 25-09-2025

Vacancies: 1 Vacancy

Job Summary

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 softwareto 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.

We are looking for a Digital Customer Success Manager who is responsible for supervising strategic and operational programs to improve Jama Softwares ability to deliver excellent customer outcomes effectively and efficiently through the digital experience. The Digital Success Customer Success Manager works cross-functionally to orchestrate results with Customer Success Customer Support Solutions Customer Marketing Product and Engineering.

Youll be working with your manager our Senior Director of GTM Strategy to achieve the goals of the Customer Success team! Join our dynamic team in a remote-first work environment with the opportunity to travel to key customer engagements and come together annually for a company-wide gathering!

What Youll Do:

Manage a digital customer journey and experience.
When called upon collaborate with Marketing Product Data Teams and Revenue Operations on customer adoption campaigns digital journey development content creation and curation and metrics.
Own a digital book of business driving retention and identifying growth opportunities (added ARR) through proactive engagement and automated touchpoints.
Own the customer relationship post-sale ensuring onboarding success adoption and ongoing engagement.
Monitor account health and address risks before they impact the relationship.
Engage with higher-value customers as needed to address strategic conversations renewals or escalations.
Cross-functionally align the digital experience across email in-app the customer portal Product feedback etc. for a cohesive customer experience.
Execute evaluate and measure digital programs against internal targets for continuous improvement.
Leverage data and analytics to develop lead and measure results for GTM sales and adoption-related initiatives programs and campaigns.
Maintains accurate information in the Customer Relationship Management (CRM) system (Salesforce).
Other duties as assigned.

What Youll Bring:

Bachelors degree or equivalent work experience.
4 years in Customer Success program management in SaaS with demonstrable experience designing tech-touch processes automation and CRM tools.
Experience with CSPs (e.g. Gainsight Vitally Totango) and customer automation workflows.
Ability to travel 10%.
Demonstrated progressive experience with Digital Programs Customer Marketing or related experience with a technical SaaS or subscription software service.
Proven track record of managing customer relationships and achieving retention/growth goals.
Strong expertise with digital programs email campaigns in-app messaging and CSP-driven customer journeys.
Knowledge and track record with email campaigns in-app experience webinars/events and certifications.
Experience with digital engagement approaches and methods (i.e. Digital Customer Success / tech touch Digital Marketing).
Strong verbal and written skills with a strong ability to articulate and communicate plans.
Demonstrated success with cross-functional coordination including planning execution tracking decision making and goal management.
Data-driven mindset with the ability to analyze metrics and convert insights into actionable improvements.

Nice to Have:

Experienced managing cross-functional initiatives in mid-sized or large organizations.
Proven track record of successfully managing customer relationships at all levels in an organization to deliver results
Proven track record of meeting renewal goals and reducing customer churn.
Experience with Requirements Management Application Lifecycle Management or Product Lifecycle Management products is preferred.

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.
Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement.
Comprehensive and affordable medical dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match.
6 weeks of paid parental leave to bond with your new family member.
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 United States including natural citizens and Green Card holders and reside in eligible states to join our team.

Jama Software participates in E-Verify and will provide the federal government with your Form I-9.

If you get to this point we hope youre feeling excited about the job you just read. Even if you dont feel that you meet every single requirement we still encourage you to apply. Were eager to meet people that believe in Jama Softwares 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 any 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 atto request an accommodation.

Required Experience:

Manager