Associate Customer Success Manager

Product, engineering and support teams work out of offices in Jaffna, Northern Province and two nearshore delivery centres. Most engineers work remotely and come into the office one week a quarter for planning.

Job summary:

The role is new and comes from growth in our client base. Samarasinghe Cloud is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote within Sri Lanka. The team meets in Jaffna once a quarter, travel covered. We keep meetings to a minimum and work mostly async. Communication happens mostly in Slack and short video calls.

Duties:

Own a portfolio of 30 to 50 accounts and their overall health. Lead kickoff calls and onboarding plans with new customers. Flag expansion opportunities to the account executive or account manager. Run quarterly business reviews with customer stakeholders. Report monthly on churn risk and saves.

Minimum qualifications:

1+ years in customer success, account management or implementation at a SaaS company. 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:

Prior implementation or onboarding role. Zendesk or Intercom experience. Background in healthcare, logistics or financial services customers. Experience with usage-based pricing.

Benefits:

Medical insurance for you and your family. Paid leave. Internet allowance.

Applications are reviewed on a rolling basis.

Start: Immediately.

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