Customer Success Manager

BD Courses is looking for a Customer Success Manager to join a small, steady team. Success in this role is measured on gross retention, product adoption and account health scores. Remote position. Most of the team is in New York City, but nobody is required to come in. Hours are flexible, with one short team call each morning. We use Slack, Notion and Google Meet. Cameras on for team calls.

In this role you will:

• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags
• Create help center articles when the same question keeps coming up
• Report monthly on churn risk and saves
• Escalate product bugs and feature requests through Jira with clear context
• Run quarterly business reviews with customer stakeholders
• Drive renewals alongside the commercial team, starting 120 days out
• Build success plans with measurable goals for each account

Skills and experience:

• 3+ years in customer success, account management or implementation at a SaaS company
• Travel up to 15%
• Calm under pressure when a customer is angry

Perks and benefits:

$90,000 to $119,000 a year

• Medical, dental and vision insurance
• 401(k) with company match
• Paid sick leave

Who we are:

Accessibility testing against WCAG 2.1 AA is part of every release. Production studios in New York City and abroad record and edit thousands of hours of video a year.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

This position requires a background check.

Start: Within 30 days.

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