Associate Customer Success Manager

About CM Software:

Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software. Most engineers work remotely and come into the office one week a quarter for planning.

The role:

You will be the customer's main contact after the sale and their voice inside CM Software. Remote, open to candidates across the US. We keep meetings to a minimum and work mostly async. You will write a lot of updates, so clear written English is important.

What you'll work on:

• Escalate product bugs and feature requests through Jira with clear context.
• Monitor usage and health scores in Gainsight and act on red flags.
• Create help center articles when the same question keeps coming up.
• Document every customer touch in Salesforce.
• Build success plans with measurable goals for each account.

What we're looking for:

• Travel up to 15%.
• Working knowledge of Salesforce.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Organized across many accounts at once.
• Able to learn a technical product and explain it in plain terms.

Preferred qualifications:

• SQL or Looker for pulling your own account data.
• Background in healthcare, logistics or financial services customers.
• Certified Customer Success Manager (CCSM) or similar.

Perks and benefits:

Pay range: $61,000 - $81,000/year. Final offer will depend on experience.

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid time off.
• Home office stipend.

Start: Immediately.

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