Customer Success Manager

About the company:

Most of what we build is back-office software for property managers, including lease tracking, work orders and tenant payments. Founded in 2011, the business writes the billing, metering and customer portal software that small water and electric utilities run on. Releases go out Tuesday mornings, never on Fridays.

The position:

Bollard Labs is hiring a Customer Success Manager to work remotely from Nepal. 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 Nepal. Normal business hours, Monday to Friday, with some flexibility. You will need a reliable internet connection and a quiet place to work.

Duties:

• Create help centre articles when the same question keeps coming up.
• Escalate product bugs and feature requests through Jira with clear context.
• Coordinate with support on open tickets for your accounts.
• Flag expansion opportunities to the account executive or account manager.
• Report monthly on churn risk and saves.

About you:

• Travel up to 15%.
• Comfortable presenting to directors and VPs.
• Working knowledge of Salesforce.
• Bachelor's degree or equivalent experience.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.

What we offer:

Rate: NPR 59,000-NPR 77,000 per month

• Medical insurance.
• Company laptop.
• Dashain bonus.
• Learning budget.
• Paid leave.
• Flexible hours.

Start: Flexible.

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