Associate Customer Success Manager

Who we are:

Small accounting firms in New York use our engagement letter and e-signature tool, and most heard about us from a colleague. Two developers, a designer and a support lead make up most of the company, so everyone touches the product.

About the role:

We are adding headcount to this team, so this is a new seat. The Associate Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. We hire in Nepal through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 9:00 AM to 1:00 PM US Eastern. Day-to-day communication is in Slack and Google Meet.

Day to day:

• Own a portfolio of 30 to 50 accounts and their overall health
• Monitor usage and health scores in Gainsight and act on red flags
• Lead kickoff calls and onboarding plans with new customers
• Run quarterly business reviews with customer stakeholders
• Coordinate with support on open tickets for your accounts

What you bring:

• Bachelor's degree or equivalent experience
• Organised across many accounts at once
• Comfortable presenting to directors and VPs
• Calm under pressure when a customer is angry

Pluses:

• Certified Customer Success Manager (CCSM) or similar

Perks and benefits:

Rate: NPR 96,000 - NPR 105,000 per month

• Company laptop
• Home office setup budget
• Paid parental leave
• Equity
• Health insurance through our employer-of-record partner
• Annual team retreat
• Monthly internet allowance

Start: Within 30 days.

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