Customer Success Manager

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Product, engineering and support teams work out of offices in London, England and two nearshore delivery centres.

About the role:

Brambleloft is hiring a Customer Success Manager to work remotely from India. Success in this role is measured on gross retention, product adoption and account health scores. The company is based in London, the UK. The team is distributed across several countries. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Working hours overlap with UK business hours. We use Slack, Notion and Google Meet. Cameras on for team calls.

Main duties:

• Recruit happy customers for references and case studies.
• Coordinate with support on open tickets for your accounts.
• Escalate product bugs and feature requests through Jira with clear context.
• Run quarterly business reviews with customer stakeholders.
• Monitor usage and health scores in Gainsight and act on red flags.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Drive renewals alongside the commercial team, starting 120 days out.

About you:

• Calm under pressure when a customer is angry.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Organised across many accounts at once.

Also helpful:

• Certified Customer Success Manager (CCSM) or similar.

Compensation and benefits:

Rate: ₹15,00,000 - ₹20,00,000 per year

• Paid sick days.
• Paid parental leave.
• Public holidays observed per your country.
• Co-working space stipend.
• 24 days paid time off.
• Monthly internet allowance.

Start: Flexible.

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