Associate Customer Success Manager

The previous person in this role moved to another team. You will be the customer's main contact after the sale and their voice inside First Brandywine Bank. Our team is spread across 17 countries. Headquarters is in Albuquerque. You will be employed through our employer-of-record partner in Germany, with a local contract and salary paid in euros. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities

• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags
• Report monthly on churn risk and saves
• Escalate product bugs and feature requests through Jira with clear context
• Document every customer touch in Salesforce
• Own a portfolio of 30 to 50 accounts and their overall health
• Recruit happy customers for references and case studies

You'll need

• 1+ years in customer success, account management or implementation at a SaaS company
• Comfortable presenting to directors and VPs
• Bachelor's degree or equivalent experience
• Travel up to 15%
• Experience managing renewals or retention targets
• Able to learn a technical product and explain it in plain terms

Preferred qualifications

• Background in healthcare, logistics or financial services customers
• Certified Customer Success Manager (CCSM) or similar

Benefits

• Paid parental leave
• Monthly internet allowance
• Two weeks of paid leave at year end
• Annual learning budget
• Wellness allowance
• Annual team retreat

Who we are

Most deposits come from local households and businesses, and most loans stay in the communities we serve. Our branches handle everyday banking, while the loan centre in Albuquerque underwrites farm, auto and home loans. We started in 1990 and have grown to about 130 people. Most lenders have lived in the area for decades and know their borrowers.

Include your expected salary and earliest start date with your application.

This posting may close early if we receive enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at First Brandywine Bank LLC.