Customer Success Manager

About the job

ABOUT BIRCHWISE

Profitable, no outside investors, and no plans to take any. We grow when customers pay us. Birchwise is a 7-person software shop in New Delhi. The founders still answer support tickets.

Birchwise is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Fully remote. You can work from anywhere in India. Normal working hours, Monday to Friday.

RESPONSIBILITIES

Run quarterly business reviews with customer stakeholders. Flag expansion opportunities to the account executive or account manager. Document every customer touch in Salesforce. Report monthly on churn risk and saves. Recruit happy customers for references and case studies. Monitor usage and health scores in Gainsight and act on red flags. Own a portfolio of 30 to 50 accounts and their overall health. Build success plans with measurable goals for each account.

WHAT YOU'LL NEED

2+ years in customer success, account management or implementation at a SaaS company. Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Travel up to 15%. Calm under pressure when a customer is angry.

WHAT WE OFFER

Internet reimbursement. Flexible hours. Health insurance for you and your family.

Only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Birchwise Pvt Ltd.