Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Headquartered in New York City since 2001, the company now sells in 40 countries and supports customers in 11 languages. Laptops are MacBook Pros, and you pick your own editor.

Position summary:

You will be the customer's main contact after the sale and their voice inside Bracken Apps. Success in this role is measured on gross retention, product adoption and account health scores. This is a fully remote position open to candidates anywhere in the US.

What you'll be doing:

• Build success plans with measurable goals for each account
• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags
• Report monthly on churn risk and saves
• Drive renewals alongside the commercial team, starting 120 days out
• Create help center articles when the same question keeps coming up

Minimum qualifications:

• 3-5 years in customer success, account management or implementation at a SaaS company
• Comfortable presenting to directors and VPs
• Calm under pressure when a customer is angry
• Travel up to 15%
• Experience managing renewals or retention targets
• Organized across many accounts at once

Nice to have:

• Prior implementation or onboarding role
• SQL or Looker for pulling your own account data

Pay range: $112,000 - $141,000 annually. Final offer will depend on experience.

What you get:

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• Paid sick leave

Bracken Apps is an Equal Opportunity Employer, including disability and protected veteran status.

New hires usually start two to three weeks after accepting an offer.

Start: Within 30 days.

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