Associate Customer Success Manager

Accessibility testing against WCAG 2.1 AA is part of every release. Production studios in New York City and abroad record and edit thousands of hours of video a year.

Position summary

BD Courses is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote position. Most of the team is in New York City, but nobody is required to come in. You will need a reliable internet connection and a quiet place to work.

Your responsibilities

• Run quarterly business reviews with customer stakeholders
• Report monthly on churn risk and saves
• Coordinate with support on open tickets for your accounts
• Escalate product bugs and feature requests through Jira with clear context
• Recruit happy customers for references and case studies
• Lead kickoff calls and onboarding plans with new customers
• Build success plans with measurable goals for each account
• Create help center articles when the same question keeps coming up

Required qualifications

• 1-2 years in customer success, account management or implementation at a SaaS company
• Travel up to 15%
• Comfortable presenting to directors and VPs
• Calm under pressure when a customer is angry

Preferred qualifications

• SQL or Looker for pulling your own account data
• Zendesk or Intercom experience
• Certified Customer Success Manager (CCSM) or similar

Starting pay: $83,000-$99,000 annually, depending on experience and certifications.

What you get

• Health, dental and vision coverage starting on day one
• 401(k) with a 100% match up to 5%
• Paid sick leave
• Flexible schedule
• Short- and long-term disability
• Profit sharing

BD Courses is an Equal Opportunity Employer, including disability and protected veteran status.

We review applications on a rolling basis.

We are unable to sponsor visas for this position.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at BD Courses.