Associate Customer Success Manager

Trellisbound employs 4,500 people across engineering hubs in London and three other locations, building ERP software for mid-market manufacturers. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Most engineers work remotely and come into the office one week a quarter for planning.

Job summary

You will be the customer's main contact after the sale and their voice inside Trellisbound. Trellisbound is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Our headquarters is in London, and about a third of the team works remotely from other countries. This is a long-term contractor role, paid monthly in USD. Core hours are 10:00 AM to 4:00 PM UK time.

Essential duties and responsibilities

• Lead kickoff calls and onboarding plans with new customers
• Own a portfolio of 30 to 50 accounts and their overall health
• Build success plans with measurable goals for each account
• Recruit happy customers for references and case studies
• Create help centre articles when the same question keeps coming up
• Document every customer touch in Salesforce
• Coordinate with support on open tickets for your accounts
• Run quarterly business reviews with customer stakeholders

Minimum qualifications

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

Nice to have

• Zendesk or Intercom experience
• SQL or Looker for pulling your own account data
• Background in healthcare, logistics or financial services customers

Benefits

• Monthly payments via wire transfer or Wise
• Annual rate review

Please include your notice period and salary expectations.

Duration: 9 months. Start: Immediately.

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