Customer Success Manager

About us:

Voiceover is recorded in a closet studio lined with foam. Dunlin Learning is a 4-person team producing custom e-learning for corporate clients.

The role:

You will be the customer's main contact after the sale and their voice inside Dunlin Learning. Remote within the US. The team meets in New York City once a quarter, travel covered. Flexible schedule. We have one team call a day, usually in the morning.

What you'll do:

• Coordinate with support on open tickets for your accounts
• Flag expansion opportunities to the account executive or account manager
• Recruit happy customers for references and case studies
• Escalate product bugs and feature requests through Jira with clear context
• Report monthly on churn risk and saves
• Drive renewals alongside the commercial team, starting 120 days out
• Lead kickoff calls and onboarding plans with new customers

Requirements:

• Working knowledge of Salesforce
• Bachelor's degree or equivalent experience
• Experience managing renewals or retention targets
• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

Pluses:

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

What we offer:

• Medical, dental and vision insurance
• 401(k) with a 100% match up to 5%
• Paid sick leave
• Employee discount

Start: Immediately.

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