Associate Customer Success Manager

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Product, engineering and support teams work out of offices in London, England and two nearshore delivery centres.

About the role:

We are backfilling a position after an internal move. Brambleloft is hiring a CSM for the Enterprise segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Contract role, full-time hours, paid in USD at the end of each month. Working hours overlap with UK business hours.

Key responsibilities:

• Run quarterly business reviews with customer stakeholders.
• Monitor usage and health scores in Gainsight and act on red flags.
• Lead kickoff calls and onboarding plans with new customers.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.

Qualifications:

• 0-2 years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Calm under pressure when a customer is angry.
• Organised across many accounts at once.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.
• Working knowledge of Salesforce.

Preferred:

• Prior implementation or onboarding role.
• Experience with usage-based pricing.
• Zendesk or Intercom experience.

Compensation: $700 - $930/month

Benefits:

• Long-term engagement.
• Monthly internet allowance.
• Monthly payments via wire transfer or Wise.
• Company laptop.

Candidates must be eligible to work in Sri Lanka.

Duration: 6 months. Start: Immediately.

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