Customer Success Manager

ABOUT US:

We started in 2020 building safety training for a single manufacturer. Everyone reviews everyone else's work before it goes to the client.

THE ROLE:

The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. 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. This role is fully remote within the US. You can set your own hours around a daily morning check-in.

WHAT YOU'LL WORK ON:

• Own a portfolio of 30 to 50 accounts and their overall health.
• Document every customer touch in Salesforce.
• Build success plans with measurable goals for each account.
• Report monthly on churn risk and saves.
• Run quarterly business reviews with customer stakeholders.
• Create help center articles when the same question keeps coming up.

WHAT WE'RE LOOKING FOR:

• 2-4 years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Comfortable presenting to directors and VPs.
• Able to learn a technical product and explain it in plain terms.
• Travel up to 15%.

ALSO HELPFUL:

• Experience with usage-based pricing.
• SQL or Looker for pulling your own account data.
• Prior implementation or onboarding role.

BENEFITS:

Compensation: $90,000 to $110,000/year

• Health, dental and vision coverage starting on day one.
• 401(k) with a 100% match up to 5%.
• Three weeks of PTO to start.

Applicants must be authorized to work in the U.S.

Start: Within 30 days.

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