Customer Success Manager - Apptio

About the position

The Customer Success Manager (CSM) at IBM's Apptio division is responsible for managing a portfolio of large, complex customers, ensuring successful adoption and usage of Apptio applications. This role requires a blend of customer-facing experience, technical knowledge, and the ability to collaborate with various stakeholders to drive customer success and satisfaction. The CSM will act as a trusted advisor, coach customers on best practices, and coordinate with internal teams to deliver high-quality solutions and support.

Responsibilities

• Maintain a portfolio of large, complex customers as a CSM, creating engagement strategies and monitoring usage of Apptio applications.
• Develop strong customer relationships by proactively engaging with customers and understanding their business needs.
• Serve as an Apptio coach and expert, providing product knowledge and best practices to customers.
• Collaborate with Customer Success teams to lead discussions on solution architecture, upgrades, and patches.
• Coordinate with the Account Management Function to maximize retention, adoption, and customer satisfaction.
• Maintain product knowledge and stay current on the product roadmap and features.
• Provide overall program oversight and mentorship to Apptio customers, ensuring successful project execution.

Requirements

• Education in finance, technology, engineering, or a business-related discipline.
• 2+ years of experience as a CSM or Technical Account Manager in a SaaS organization.
• Proven experience in a B2B SaaS environment focused on adoption, renewal, and customer value.

Nice-to-haves

• Experience within IT Finance and/or Technology departments.
• Experience in Public Cloud environments.
• Experience in Agile Methodologies.
• Technical or hands-on implementation experience.
• Experience in positioning or selling software and/or services.
• PMP and/or Agile Methodology certification or relevant experience.
• Knowledge of Apptio products and TBMA certification.
• FinOps certification.
• AWS/Azure/GCP practitioner certification.

Benefits

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being.
• Financial programs such as 401(k), cash balance pension plan, Employee Stock Purchase Plan, life insurance, and disability coverage.
• Generous paid time off including holidays, sick time, vacation, and parental leave.
• Training and educational resources on a personalized, AI-driven learning platform.
• Diverse and inclusive employee resource groups, volunteer opportunities, and discounts on retail products.