Customer Success Manager

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.

Position summary

The previous person in this role moved to another team. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Remote, open to candidates across the US. Normal business hours, Monday to Friday, with some flexibility.

What you'll be doing

• Document every customer touch in Salesforce.
• Monitor usage and health scores in Gainsight and act on red flags.
• Escalate product bugs and feature requests through Jira with clear context.
• Lead kickoff calls and onboarding plans with new customers.
• Report monthly on churn risk and saves.

Qualifications

• Experience managing renewals or retention targets.
• Able to learn a technical product and explain it in plain terms.
• Organized across many accounts at once.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.

Compensation: $105,000 - $135,000 a year

What you get

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid time off.
• $1,000 home office setup budget.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Start: Immediately.

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