Description

Introduction

As a Customer Success Manager, you will serve as the primary customer success technical advisor and trusted advocate for customers using IBM Apptio. 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 IBM Apptio.

• 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 IBM Apptio.

• 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 the TBM Office 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 IT Financial Management (ITFM) and/or Technology Business Management (TBM) Frameworks (including budgeting, forecasting, cost transparency, chargeback/showback models) highly preferred.

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 financial planning and analysis (FP&A) or IT Finance processes (e.g. CapEx/OpEx Management, Cost Allocations, Unit Costing, Total Cost of Ownership).

• Solid understanding of IT infrastructure components (cloud services, data centers, networks, storage, compute, SaaS, on-prem) and how they drive cost structures.

• Familiarity with Apptio Costing & Planning or similar ITFM/TBM Platforms.

• Comfortable leading workshops, training sessions, and executive reviews focused on IT cost management, planning and value realization.

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.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being

- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs

- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law

- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals

- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

Job Title

Customer Success Manager - IBM Apptio

Date posted

17-Apr-2026

Job ID

110696

City / Township / Village

Denver, Raleigh, Bellevue, Atlanta, LOS ANGELES, San Jose, Dallas, Houston, Austin, San Francisco, Seattle, WASHINGTON, Chicago, New York

State / Province

Georgia, Illinois, Texas, New York, North Carolina, Colorado, Washington, California, District of Columbia

Country

United States

Work arrangement

Hybrid

Area of work

Consulting

Employment type

Regular

Contract type

Regular

Projected Minimum Salary per year

92,000.00

Projected Maximum Salary per year

172,000.00

Position type

Professional

Travel required

Up to 20% or 1 day a week

Company

(0147) International Business Machines Corporation

Shift

General (daytime)

Is this role a commissionable/sales incentive based position?

No



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