Customer Success Associate

Our facilities run lean manufacturing, with daily tier meetings and visual boards. Selwyn Manufacturing is an industrial manufacturer with 8,600 employees and plants in eight countries.

About the role

Selwyn Manufacturing is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. The company is based in San Diego, the US. We are a distributed team spread across a few time zones. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. You will need at least 3 hours of overlap with US Pacific time. You will need a stable internet connection and a backup power source (UPS or inverter).

Day to day

• Flag expansion opportunities to the account executive or account manager.
• Recruit happy customers for references and case studies.
• Monitor usage and health scores in Gainsight and act on red flags.
• Lead kickoff calls and onboarding plans with new customers.
• Escalate product bugs and feature requests through Jira with clear context.
• Build success plans with measurable goals for each account.
• Coordinate with support on open tickets for your accounts.
• Drive renewals alongside the commercial team, starting 120 days out.

Qualifications

• 1+ years in customer success, account management or implementation at a SaaS company.
• Organised across many accounts at once.
• Able to learn a technical product and explain it in plain terms.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Experience managing renewals or retention targets.
• Calm under pressure when a customer is angry.
• Working knowledge of Salesforce.

What you get

• Paid parental leave.
• Annual team retreat.
• Home office setup budget.
• Two weeks of paid leave at year end.
• Co-working space stipend.
• Paid sick days.
• Performance bonus.

Candidates must be eligible to work in Pakistan.

Please submit your CV in English.

Start: Flexible.

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