**Introduction** * As a Customer Success Manager (CSM) for ApptioOne line of products, you will be responsible for ensuring that customers have a successful experience using the products, provide ongoing support to customers, monitor their usage of the product, and identify opportunities for upselling or cross-selling. Serve as the primary point of contact for a portfolio of customers, handling any issues or questions they may have and working to ensure their overall satisfaction with the product. **Your role and responsibilities** * Develop full understanding of the Apptio suite of products, including: * The value proposition and sales messaging * Best practices for deployment and maintenance * Out of the box reports * Own a set of accounts and drive product adoption, renewal and expansion * Be a strategic advisor, establish and build strong customer relationships * Work with the Professional Services team to ensure all customers successfully complete the onboarding process and a seamless transition occurs to the Customer Success Team * Understand Customer’s use cases and ensure that those asks are implemented by working closely with Product Managers, Engineering and Support teams. * Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the Apptio products. * Assist the customer with the creation and ongoing adoption of their TBM Roadmap and supporting Use Cases to drive value from Apptio products. * Ensure Customer realizes maximum value by providing required support, product training and business reviews which in turn leads to retention * Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed. * Collaborate with the Turnkey Admin Services (TAS)/Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished * Become a Platform Health Expert, effectively communicating technical knowledge and Operational Excellence to educate customers on best practice and ensure they maintain a healthy platform * Conduct regular cadence with the Customer and update them regarding the new features/releases of Apptio Products and helping them understand what value they bring to the table **Required technical and professional expertise** * Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal * Excellent communication and relationship-building skills * Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings * Ability to prioritize and multitask in a fast-paced environment * 4-7 years of industry experience * At least a 3-year college degree in associated field. **Preferred technical and professional experience** * Experience within IT Finance and/or Technology departments, including Digital or Agile teams * Experience with analytics, data insights and visualization * Experience with CRM software and other customer success tools * Project Management skills * Understanding of Cloud Computing concepts. Hands on experience in AWS / Azure / GCP / OCI would be a plus *