Associate Customer Success Manager

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The position

You will be the customer's main contact after the sale and their voice inside SMR Cloud. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need to be available during UK office hours, at least until 3:00 PM GMT. Clear written English is a must, as the team works across time zones.

Your responsibilities

• Monitor usage and health scores in Gainsight and act on red flags.
• Build success plans with measurable goals for each account.
• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.
• Coordinate with support on open tickets for your accounts.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Recruit happy customers for references and case studies.

Required qualifications

• 1+ years in customer success, account management or implementation at a SaaS company.
• Working knowledge of Salesforce.
• Bachelor's degree or equivalent experience.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.

Preferred

• Background in healthcare, logistics or financial services customers.
• Prior implementation or onboarding role.
• Experience with usage-based pricing.
• Certified Customer Success Manager (CCSM) or similar.

What we offer

• Co-working space stipend.
• Company laptop.
• Health insurance through our employer-of-record partner.
• Monthly internet allowance.
• Annual learning budget.
• Two weeks of paid leave at year end.

Start: Immediately.

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