Associate Customer Success Manager

Role Overview Apptio, an IBM company and a trusted leader in Technology Business Management and FinOps, is hiring an Associate Customer Success Manager to support its ApptioOne product line. In this role, you will help enterprise customers get the most value from their technology investments by driving product adoption, ensuring satisfaction, and building lasting relationships. You will serve as a key point of contact for a dedicated portfolio of customers and work closely with internal teams to deliver measurable business outcomes. Key Responsibilities - Manage a portfolio of B2B customers and act as their primary point of contact for all product-related needs - Monitor customer usage patterns and proactively address adoption challenges to improve retention - Identify and pursue upselling and cross-selling opportunities within the existing customer base - Resolve customer inquiries and escalate issues where necessary to ensure timely resolution - Collaborate with sales, product, and technical teams to deliver a seamless customer experience - Track and report on key success metrics including renewal rates, product adoption, and customer satisfaction Required Qualifications - Minimum 3-year college degree in a relevant field such as IT, Finance, Business, or Technology - 1 to 3 years of experience in a B2B SaaS environment with a focus on customer outcomes and renewals - Strong verbal and written communication skills with the ability to present to both individuals and groups - Hands-on experience with CRM software and customer success tools - Familiarity with analytics, data insights, and visualization platforms - Understanding of cloud computing concepts; experience with AWS, Azure, GCP, or OCI is a plus - Background in IT Finance, Technology departments, or Digital and Agile teams is preferred Why Join Us Apptio by IBM empowers IT and finance leaders worldwide to cut costs and redirect spending toward digital innovation, making it one of the most impactful platforms in the FinOps space. Joining this team means working at the intersection of cutting-edge cloud technology and strategic business decision-making in a global organisation committed to growth and customer value.

- 1 to 3 years of B2B SaaS experience - Minimum 3-year college degree in a relevant field - Strong communication and relationship management skills - Experience with CRM software and customer success tools - Knowledge of analytics and data visualisation - Understanding of cloud computing concepts - Experience with AWS, Azure, GCP, or OCI is a plus - Background in IT Finance or Technology departments preferred - Ability to multitask and prioritise in a fast-paced environment