Customer Success Associate

Since 1999, the platform has grown to more than 5,000 corporate customers. Thatcher Learning serves more than 10 million learners across schools, universities and businesses.

About the role

Success in this role is measured on gross retention, product adoption and account health scores. The Customer Success Associate owns post-sale relationships for a book of software customers, from onboarding through renewal. The company is based in Tulsa, the US. The team is spread across multiple countries. You will be employed through our employer-of-record partner in Sri Lanka, with a local contract and salary paid in Sri Lankan rupees. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. You will write a lot of updates, so clear written English is important.

Day to day

• Lead kickoff calls and onboarding plans with new customers
• Monitor usage and health scores in Gainsight and act on red flags
• Coordinate with support on open tickets for your accounts
• Report monthly on churn risk and saves
• Own a portfolio of 30 to 50 accounts and their overall health
• Recruit happy customers for references and case studies
• Run quarterly business reviews with customer stakeholders

Skills and experience

• 1+ years in customer success, account management or implementation at a SaaS company
• Organised across many accounts at once
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Able to learn a technical product and explain it in plain terms
• Bachelor's degree or equivalent experience
• Calm under pressure when a customer is angry

Desirable

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

Benefits

• Paid sick days
• Annual learning budget
• Public holidays observed per your country
• Home office setup budget
• Performance bonus

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Thatcher Learning Inc..