About This Opportunity
At JDA TSG, we continuously partner with leading enterprise SaaS and technology brands to build and scale high-performing Customer Success organizations. Because our client partnerships and program scopes expand frequently, we proactively maintain an active candidate pipeline for Customer Success Manager roles across multiple account tiers. This is an evergreen posting designed to connect with top-tier talent for upcoming and immediate openings. By applying, you allow our talent team to evaluate your profile now so we can move quickly with pre-aligned candidates as new client roles launch.### Role Summary
As a Customer Success Manager (CSM), you will serve as the dedicated advisor and post-sales owner for a portfolio of business accounts across varied industries. We believe long-term client retention isn't achieved through quick support tickets; it relies on proactive relationship building, root-cause problem solving, and driving ongoing platform utilization. By understanding client business goals, guiding onboarding, and coordinating internal teams to remove adoption barriers, your work protects account health, drives product utilization, and maximizes customer lifetime value.* Portfolio Management & Value Realization: You will manage a designated book of client accounts, conducting regular business reviews and connecting platform features directly to the client’s core business outcomes. Success is measured by gross revenue retention, portfolio health score movement, and client satisfaction (CSAT) ratings.
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Proactive Risk Mitigation & Adoption Tracking: You will monitor customer usage trends, identify early churn or health decay signals, and execute intervention plans before account health deteriorates. Success is measured by churn reduction, rapid resolution of adoption stalls, and account health stability.
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Expansion Advocacy & Cross-Functional Leadership: You will identify organic growth opportunities during routine customer touchpoints and collaborate with internal product, support, and sales teams to resolve complex client challenges. Success is measured by qualified lead generation for expansion, account renewals, and seamless cross-functional resolution.
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At least 2 to 5 years of experience in a customer-facing Customer Success, Account Management, or consultative client engagement role within B2B environments.
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Demonstrated experience managing a client portfolio, with a clear understanding of retention metrics, engagement cadences, and priority management.
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Consultative discovery skills to diagnose root causes of operational friction rather than defaulting to quick ticket resolution.
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Proven track record of influencing customer behavior, removing software adoption barriers, and tying ongoing product usage directly to client ROI.
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Ability to recognize early churn or health decay signals from usage data and execute a proactive retention plan.
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Clear, concise, and credible communication skills to simplify complex technical steps and manage sensitive retention conversations.
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Skill in leveraging customer usage data, account value metrics, and health scores to prioritize daily workflow across a varied account base.
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Commercial judgment to spot organic expansion and feature-attach opportunities during routine customer interactions without taking a high-pressure sales stance.
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