Associate Customer Success Manager

Headquartered in New York City, the firm is employee-owned. Chesapeake Advisory is a management and technology consulting firm with 340 employees worldwide.

Chesapeake Advisory is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Our team is spread across 8 countries. Headquarters is in New York City. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll do:

• Monitor usage and health scores in Gainsight and act on red flags.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Flag expansion opportunities to the account executive or account manager.
• Build success plans with measurable goals for each account.
• Report monthly on churn risk and saves.
• Create help centre articles when the same question keeps coming up.
• Drive renewals alongside the commercial team, starting 120 days out.
• Lead kickoff calls and onboarding plans with new customers.

Requirements:

• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Organised across many accounts at once.
• Bachelor's degree or equivalent experience.
• Working knowledge of Salesforce.

Compensation and benefits:

Salary range: $14.50 to $17.50 per hour

• Flexible hours.
• Paid in USD.

We may close this posting early once we have enough applications.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chesapeake Advisory, LLC.