Customer Success Associate

Catastrophe teams deploy adjusters within days of a major storm. We started in 1990 and have grown to about 460 people. January renewals keep everyone busy for a few weeks.

About the role:

We are backfilling a position after an internal move. 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. Our headquarters is in Los Angeles, and about a third of the team works remotely from other countries. Employment is through our payroll partner in Nepal. Salary is paid monthly in Nepalese rupees. Our standups are at 9:00 AM Pacific.

What you'll be doing:

• Coordinate with support on open tickets for your accounts
• Drive renewals alongside the commercial team, starting 120 days out
• Run quarterly business reviews with customer stakeholders
• Own a portfolio of 30 to 50 accounts and their overall health
• Create help centre articles when the same question keeps coming up
• Build success plans with measurable goals for each account
• Lead kickoff calls and onboarding plans with new customers

You'll need:

• 1-2 years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Experience managing renewals or retention targets
• Working knowledge of Salesforce
• Bachelor's degree or equivalent experience
• Organised across many accounts at once

Desirable:

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

Pay and benefits:

Compensation: NPR 42,000-NPR 57,000 a month

• Annual salary review
• Company laptop
• 20 days paid time off
• Annual team retreat

We may close this posting early once we have enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Green Valley Mutual Insurance.