Customer Success Associate

Lanterncraft is a management and technology consulting firm with 9,900 employees worldwide.

The role:

Lanterncraft is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. The Customer Success Associate owns post-sale relationships for a book of software customers, from onboarding through renewal. This role is remote. A quiet workspace and good internet are required.

Duties:

• Recruit happy customers for references and case studies.
• Build success plans with measurable goals for each account.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Create help centre articles when the same question keeps coming up.
• Drive renewals alongside the commercial team, starting 120 days out.
• Lead kickoff calls and onboarding plans with new customers.

What you need:

• 0-2 years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.
• Calm under pressure when a customer is angry.
• Working knowledge of Salesforce.
• Organised across many accounts at once.

Preferred:

• Experience with usage-based pricing.
• Certified Customer Success Manager (CCSM) or similar.

Benefits:

• Pension scheme.
• 25 annual leave days.
• 30% ruling for eligible candidates.
• Home office allowance.

Let us know your current notice period and salary expectations.

Start: Within 30 days.

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