Customer Success Manager

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.ComJAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions. When customers succeed, JAGGAER benefits through increased customer retention (i.E., reduced churn), solution expansion, and positive references.The Customer Success Manager (CSM) is a highly visible, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on JAGGAER products.Please submit your CV in English.Principal ResponsibilitiesFoster Customer RelationshipDevelop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business valueEstablish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.Ensure Customer requests are escalated to the relevant teamsDefine SuccessGain knowledge of customer business goals to ensure alignment with product and feature recommendations.Develop a Success Plan aligned with the customer's business objectivesSet adoption targetsAssess ValueProactively analyse usage, adoption, and value KPIs using standard/custom dashboards and reportsCreate and present Performance Reviews to customersMaximize Solution AdoptionAdvise on solution optimization to meet business objectivesProvide insights on benchmarks and best practicesEngage customers and provide consultative guidance following software releasesContinuously grow and maintain your solution expertiseContribute to Customer Retention and GrowthActively work to ensure customer retentionProactively identify areas of growthSuccess in this role:Consistent high customer health ratings for your portfolio of customersCustomers consider you a trusted advisor with both product and business acumenYou have created a “brand” that puts you in demand for the assignment of new customersOther CSM Team members consider you a collaborative member of the TeamYou deliver innovation on how to make our customers successfulPosition RequirementsBachelor’s degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management, required to create, maintain, and enhance customer relationships.SaaS competencies, including a general understanding of software, hardware, networks, etc.Proven strong consulting skills.Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution.Capable in business process orientation and hands-on client relationship management and services.Highly motivated, action- and goal-oriented, persistent, with strong interpersonal, consultative, multi-tasking, and problem-solving skills.Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents.Develop and maintain expertise in JAGGAER’s software solutions, methodologies, and core technologies, especially the assigned platform.Ability to lead projects and initiatives for several team members successfully.What We OfferWe offer an international and professional working environment with a collaborative and inclusive culture.You will be part of a diverse team and benefit from opportunities for learning, development, and career progression.We provide a modern office environment with excellent infrastructure and foster open communication that supports collaboration and innovation.In compliance with Legislative Decree No. 96/2026, the minimum initial gross annual salary (RAL, distributed over 14 monthly instalments) for this advertised position is €45,000. Meal vouchers will be provided.This position is categorized under the CCNL del Commercio settore Terziario, della Distribuzione e dei Servizi, First LevelEqual OpportunityWe are committed to creating a fair, inclusive, and supportive workplace for all.All employment decisions are based on objective and gender-neutral criteria.We do not request or consider information about current or past compensation during the hiring process.Our valuesAt JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them — the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.Transparency – Openness Builds TrustCandor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.Entrepreneurial Spirit – Own It, Drive It, Make ItA customer-focused, problem-solving mindset is at the cornerstone of both organizational and personal growth.Accountability – Thumbs In, Not Fingers OutWe take responsibility ourselves before pointing elsewhere.Metrics-Driven Results – Outcomes Over ActivitiesData and evidence guide our decisions, help us correct course quickly, and ensure we are delivering meaningful impact.