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.

Job summary

Our team is growing and we are hiring a Customer Success Manager. Success in this role is measured on gross retention, product adoption and account health scores. 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. We hire in Sri Lanka 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.

Key responsibilities

• Own a portfolio of 30 to 50 accounts and their overall health.
• Document every customer touch in Salesforce.
• Coordinate with support on open tickets for your accounts.
• Lead kickoff calls and onboarding plans with new customers.
• Report monthly on churn risk and saves.
• Flag expansion opportunities to the account executive or account manager.
• Create help centre articles when the same question keeps coming up.
• Recruit happy customers for references and case studies.

Minimum qualifications

• 3+ years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.
• Calm under pressure when a customer is angry.
• Organised across many accounts at once.
• Working knowledge of Salesforce.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.

Preferred

• SQL or Looker for pulling your own account data.
• Certified Customer Success Manager (CCSM) or similar.

What we offer

• 20 days paid time off.
• Flexible hours.
• Annual team retreat.
• Monthly internet allowance.
• Annual learning budget.

The posting will close once we have a strong shortlist.

Please submit your CV in English.

Start: Flexible.

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