Customer Success Manager

About us:

Our technicians handle onsite and remote support for medical offices, accounting firms and manufacturers on fixed monthly contracts. Birmingham Technology Group provides managed IT for offices of 10 to 200 users: help desk, patching, backups, Microsoft 365 and firewall management.

What this job is:

We are backfilling a position after an internal move. 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. Our headquarters is in Birmingham, and about a third of the team works remotely from other countries. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. Working hours overlap with UK business hours. A stable internet connection and a backup power option are required.

What you'll work on:

• Create help centre articles when the same question keeps coming up.
• Escalate product bugs and feature requests through Jira with clear context.
• Flag expansion opportunities to the account executive or account manager.
• Recruit happy customers for references and case studies.
• Report monthly on churn risk and saves.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Drive renewals alongside the commercial team, starting 120 days out.

Requirements:

• 2-4 years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Able to learn a technical product and explain it in plain terms.

Nice to have:

• SQL or Looker for pulling your own account data.

Why work with us:

• Flexible hours.
• Annual team retreat.
• Monthly internet allowance.
• Annual salary review.
• Public holidays observed per your country.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Birmingham Technology Group.