Customer Success Manager

About Front Range Labs:

Everything runs on a single Rails app and one Postgres database, deployed on Heroku.

About the role:

Front Range Labs has an opening for a Customer Success Manager. 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. Our team is spread across 8 countries. Headquarters is in Jacksonville. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. You will need at least 4 hours of overlap with US Eastern time.

Day to day:

• Coordinate with support on open tickets for your accounts.
• Recruit happy customers for references and case studies.
• Lead kickoff calls and onboarding plans with new customers.
• Document every customer touch in Salesforce.

Requirements:

• 2+ 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.
• Able to learn a technical product and explain it in plain terms.
• Experience managing renewals or retention targets.

Nice to have:

• Zendesk or Intercom experience.
• Certified Customer Success Manager (CCSM) or similar.
• Background in healthcare, logistics or financial services customers.

Pay and benefits:

• Performance bonus.
• Public holidays observed per your country.
• Annual team retreat.
• Home office setup budget.
• Wellness allowance.
• Flexible hours.
• 20 days paid time off.

We may close this posting early once we have enough applications.

Start: Immediately.

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