Associate Customer Success Manager

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. Headquartered in Sydney since 2006, the company now sells in 40 countries and supports customers in 11 languages. We started in 2006 and have grown to about 590 people. Most engineers work remotely and come into the office one week a quarter for planning.

The role:

The role is new and comes from growth in our client base. Success in this role is measured on gross retention, product adoption and account health scores. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Core hours overlap with Sydney business hours until mid-afternoon.

What you'll do:

• Document every customer touch in Salesforce
• Coordinate with support on open tickets for your accounts
• Monitor usage and health scores in Gainsight and act on red flags
• Flag expansion opportunities to the account executive or account manager
• Build success plans with measurable goals for each account

Minimum qualifications:

• 0-2 years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Comfortable presenting to directors and VPs
• Organised across many accounts at once
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Bachelor's degree or equivalent experience

Preferred qualifications:

• Certified Customer Success Manager (CCSM) or similar
• Prior implementation or onboarding role

Salary range: PKR 235,000 - PKR 310,000 pcm

What you get:

• Paid sick days
• Paid parental leave
• Flexible hours
• Home office setup budget
• Two weeks of paid leave at year end
• Company laptop

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Galestead Data Pty Ltd.