Customer Success Manager - Apptio Targetprocess

Introduction
As a Customer Success Manager, you will serve as the primary customer success technical advisor and trusted advocate for North & South American customers using Targetprocess. You will be responsible for ensuring customers realize measurable value from their investment by driving product adoption, optimizing use cases, and delivering business outcomes aligned to their strategic goals.
This role combines deep product expertise, technical problem-solving, and customer engagement to build and nurture long-term partnerships that lead to successful renewals and expansion.
Your role and responsibilities

Customer Success Ownership:

Manage a full portfolio of customers leveraging Targetprocess.
Own customer health and adoption outcomes by serving as the primary advocate for assigned accounts.
Act as the bridge between customer leadership and Apptio internal teams, ensuring alignment on goals, usage, and business value.

Success Planning & Value Realization:

Develop and maintain a Customer Success Plan for each account that outlines objectives, success criteria, adoption milestones, and measurable value targets.
Coach customers through their journey, from first point of value to advanced use cases, ensuring adoption is embedded within the customer’s processes.
Partner with the account team to regularly present progress and outcomes to client executives, highlighting realized value and aligning on next-phase opportunities.
Technical Expertise
Serve as customer main Point of Contact for the solution set by ensuring readiness across key capabilities, use cases, and technical integrations for Targetprocess.
Provide best practice guidance, solution design input, and hands-on support for operationalizing customer use cases.
Partner with Customer Success Architects, Technical Account Managers, Product Management and Support/Engineering to address technical blockers and optimize the customer experience.
Cross-Functional Collaboration
Partner with Account Managers, Engagement Managers, and Strategy Advisors to ensure unified execution of the Customer Success Plan.
Provide insights into customer usage, adoption patterns, and technical challenges back to internal teams to influence roadmap and strategy.
Customer Advocacy
Develop strong relationships with customer stakeholders and product administrators to ensure adoption is championed internally.
Represent the voice of the customer to Apptio leadership and product teams.
Identify and nurture referenceable customers through successful use case adoption and measurable business outcomes.
Required education
Bachelor's Degree
Required technical and professional expertise
Experience: Hands-on experience as technical customer success, solutions engineering, consulting, or technical account management role within SaaS or enterprise software.
Domain Knowledge: Familiarity with Agile frameworks (i.e. SAFe), Strategic Portfolio Management, PI Planning and/or Program/Project Management highly preferred.
Language: English & Spanish fluency required. Portuguese fluency a plus.

Skills:

Strong technical acumen with the ability to translate complex product capabilities into customer outcomes.
Proven ability to manage customer relationships, including executive-level communication.
Strong problem-solving, facilitation, and presentation skills.
Ability to understand and propose solutions based on complex data
Comfortable driving structured success plans and aligning with cross-functional teams.
Hands-on experience with Agile frameworks (SAFe, LeSS, Scrum, Kanban) and the ability to guide enterprise customers in scaling Agile.
Familiarity with Targetprocess or similar enterprise portfolio/project management software solutions.
Comfortable leading workshops, training sessions, and executive reviews focused on enterprise portfolio agility and business value delivery.
Tools: Experience with Gainsight, Salesforce, or similar Customer Success platforms a plus. Experience with data analytics tools such as Excel, Tableau, and Power BI.
Mindset: Outcome-driven, collaborative, and passionate about enabling customers to succeed.

ABOUT BUSINESS UNIT:

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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OTHER RELEVANT JOB DETAILS:

For additional information about location requirements, please discuss with the recruiter following submission of your application.
Job Title

• Customer Success Manager
• Apptio Targetprocess
  Job ID
  110691
  City / Township / Village
  Heredia
  State / Province
  Heredia
  Country
  Costa Rica
  Work arrangement
  Hybrid
  Area of work
  Consulting
  Employment type
  Regular
  Contract type
  Regular
  Position type
  Professional
  Travel required
  Up to 20% or 1 day a week
  Company
  (0804) IBM Business Transformation Center, S.r.l.
  Shift
  General (daytime)
  Is this role a commissionable/sales incentive based position?
  No
  Application Info
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