Customer Success Associate

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We started in 1992 and have grown to about 4,100 people. We keep recurring meetings to Tuesdays and Thursdays where we can.

Job summary:

Canopycast has an opening for a Customer Success Associate. 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. Success in this role is measured on gross retention, product adoption and account health scores. Remote within the UK. We meet in person once or twice a year.

Duties:

• Report monthly on churn risk and saves
• Recruit happy customers for references and case studies
• 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
• Coordinate with support on open tickets for your accounts
• Lead kickoff calls and onboarding plans with new customers

Minimum qualifications:

• 1+ years in customer success, account management or implementation at a SaaS company
• Experience managing renewals or retention targets
• Travel up to 15%
• Organised across many accounts at once
• Comfortable presenting to directors and VPs
• Bachelor's degree or equivalent experience

Preferred qualifications:

• SQL or Looker for pulling your own account data
• Background in healthcare, logistics or financial services customers
• Zendesk or Intercom experience
• Certified Customer Success Manager (CCSM) or similar

£30,000 to £37,000 per annum

Compensation and benefits:

• Private medical insurance
• Workplace pension
• 33 days holiday including bank holidays
• Death in service benefit
• Home working allowance
• Pension scheme with 5% employer contribution

This role is subject to a basic DBS check.

Start: Within 30 days.

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