Customer Success Manager

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We started in 1992 and have grown to about 4,100 people. We keep recurring meetings to Tuesdays and Thursdays where we can.

The position:

We are adding a Customer Success Manager to our operations team. 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. On site, London.

Day to day:

• Document every customer touch in Salesforce
• Own a portfolio of 30 to 50 accounts and their overall health
• Create help centre articles when the same question keeps coming up
• Train new users and admins over Zoom and in person
• Monitor usage and health scores in Gainsight and act on red flags

What you need:

• 2+ years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Calm under pressure when a customer is angry
• Able to learn a technical product and explain it in plain terms
• Working knowledge of Salesforce

Nice to have:

• Background in healthcare, logistics or financial services customers
• Zendesk or Intercom experience
• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing

Why work with us:

• Private medical insurance
• Company pension
• 25 days holiday plus bank holidays
• Long service awards
• Free on-site parking

Unfortunately we cannot offer visa sponsorship for this role.

Start: Within 30 days.

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