Customer Success Associate

Stonesmith Data employs 1,300 people across engineering hubs in New York City and three other locations, building ERP software for mid-market manufacturers. We keep recurring meetings to Tuesdays and Thursdays where we can.

Role overview

Stonesmith Data is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. This role is fully remote within the US. Normal working hours, Monday to Friday. Clear written English is a must, as the team works across time zones.

Main duties

• Flag expansion opportunities to the account executive or account manager
• Escalate product bugs and feature requests through Jira with clear context
• Recruit happy customers for references and case studies
• Drive renewals alongside the commercial team, starting 120 days out
• Lead kickoff calls and onboarding plans with new customers
• Create help center articles when the same question keeps coming up
• Report monthly on churn risk and saves
• Monitor usage and health scores in Gainsight and act on red flags

Qualifications

• Able to learn a technical product and explain it in plain terms
• Travel up to 15%
• Experience managing renewals or retention targets
• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs
• Bachelor's degree or equivalent experience

Preferred qualifications

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

Starting pay: $77,000-$104,000 a year, depending on experience and certifications.

Benefits

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• Paid parental leave
• Referral program
• Employee assistance program
• Life insurance
• Dental insurance

Stonesmith Data provides equal employment opportunities to all employees and applicants.

Most hires start within two to three weeks of an offer.

Start: Flexible.

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