Customer Success Associate, Remote

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. Headquartered in Dublin since 2013, the company now sells in 40 countries and supports customers in 11 languages.

Overview

The Customer Success Associate, Remote owns post-sale relationships for a book of software customers, from onboarding through renewal.

Job duties

• Recruit happy customers for references and case studies.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Coordinate with support on open tickets for your accounts.
• Escalate product bugs and feature requests through Jira with clear context.
• Monitor usage and health scores in Gainsight and act on red flags.
• Create help centre articles when the same question keeps coming up.
• Drive renewals alongside the commercial team, starting 120 days out.

Skills and experience

• 1-2 years in customer success, account management or implementation at a SaaS company.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Comfortable presenting to directors and VPs.
• 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.

Perks and benefits

Compensation: €42,000-€49,000 per annum

• Health insurance for you and your family.
• Company pension scheme.
• 25 days annual leave.

Start: Within 30 days.

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