Customer Success Associate

Brambleloft is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. We are headquartered in London and have been hiring remotely since 2020. This is a full-time remote role. We use an employer of record in Sri Lanka, so you get a proper employment contract, not a freelance agreement. Working hours overlap with UK business hours. You will write a lot of updates, so clear written English is important.

In this role you will

• Escalate product bugs and feature requests through Jira with clear context
• Recruit happy customers for references and case studies
• Drive renewals alongside the commercial team, starting 120 days out
• Build success plans with measurable goals for each account
• Monitor usage and health scores in Gainsight and act on red flags
• Document every customer touch in Salesforce
• Lead kickoff calls and onboarding plans with new customers
• Coordinate with support on open tickets for your accounts

Skills and experience

• 1+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Comfortable presenting to directors and VPs
• Able to learn a technical product and explain it in plain terms
• Experience managing renewals or retention targets

Perks and benefits

• 20 days paid time off
• Annual team retreat
• Annual salary review
• Wellness allowance
• Performance bonus
• Co-working space stipend
• Public holidays observed per your country

About us

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Product, engineering and support teams work out of offices in London, England and two nearshore delivery centres.

Start: Immediately.

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