Customer Success Associate

A bit about us:

Customers pay monthly bills online, by phone or at the office. Founded in 1962, we now have 150 employees.

Job summary:

The person in this role is relocating, so we are hiring a replacement. Quarrydale Public Utilities is hiring a CSM for the Strategic Accounts segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Success in this role is measured on gross retention, product adoption and account health scores. Remote within the US. We meet in person once or twice a year.

Main duties:

• Build success plans with measurable goals for each account
• Escalate product bugs and feature requests through Jira with clear context
• Lead kickoff calls and onboarding plans with new customers
• Coordinate with support on open tickets for your accounts
• Report monthly on churn risk and saves
• Create help center articles when the same question keeps coming up

Skills and experience:

• 0-2 years in customer success, account management or implementation at a SaaS company
• Experience managing renewals or retention targets
• Able to learn a technical product and explain it in plain terms
• Calm under pressure when a customer is angry

Bonus points:

• Zendesk or Intercom experience

Compensation and benefits:

Compensation: $68,000 to $84,000 per year

• Medical, dental and vision insurance
• 401(k) with 4% match
• Paid time off
• Referral program
• Home office stipend

Please include a short note on why this role interests you.

This position requires a background check.

Start: Flexible.

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