• Own the end-to end customer relationship across assigned accounts • Accelerate onboarding and installation to achieve rapid time to value • Define success metrics (KPIs) with customers and execute QBRs to track progress • Guide adoption and best practices to help customers realize measurable outcomes • Map and engage customer stakeholders at multiple levels (End Users, Project Leaders, Executive Sponsors, Procurement, Partners) • Develop and execute strategic account plans to uncover growth opportunities • Identify adoption and renewal risks; collaborate cross functionally to remediate and ensure successful renewals • Prioritize and drive fast resolution of issues and escalations, leveraging resources across Jama • Deliver high renewal rates and growth revenue while reducing churn in target markets • Build advocacy by developing reference customers and case studies • Maintain accurate, timely account data and activities in CRM (Salesforce) and other company collaboration systems • Present the Jama value proposition to executive and technical audiences; educate customers on product capabilities and roadmap relevance to their needs • Maintain an understanding of the competitive landscape and articulate differentiation • Prepare renewal and growth forecasts and related financial reporting with high accuracy • Collaborate closely with Account Executives, Solution Architects, Customer Support, Services, Product, and Leadership • Coordinate with Finance and Legal to ensure contracts are accurate and compliant with Jama policies • Contribute to Customer Success playbooks; document and share retention and growth best practices • Help manage customer expectations and drive alignment on scope, outcomes, and timelines • Other duties as assigned