Customer Success Manager

Overview:

This role opened up after a team member moved internally. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. 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. Please make sure you have dependable internet and backup power.

Responsibilities:

• Document every customer touch in Salesforce
• Escalate product bugs and feature requests through Jira with clear context
• Lead kickoff calls and onboarding plans with new customers
• Create help centre articles when the same question keeps coming up
• Monitor usage and health scores in Gainsight and act on red flags
• Report monthly on churn risk and saves
• Coordinate with support on open tickets for your accounts
• Drive renewals alongside the commercial team, starting 120 days out

Who you are:

• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs
• Organised across many accounts at once
• Bachelor's degree or equivalent experience
• Working knowledge of Salesforce

Compensation and benefits:

Salary: ₹19,00,000 - ₹22,50,000 per year

• Annual learning budget
• Flexible hours
• 24 days paid time off
• Monthly internet allowance
• Paid parental leave
• Performance bonus

About Gravelcraft Partners:

Government clients use us for program management, grant administration and audits. Environmental permitting and compliance consulting is the newest practice area. Travel runs Monday through Thursday on most projects, with Fridays in the home office.

Applications are reviewed weekly.

If you are shortlisted, we will reach out to set up a first call.

Start: Immediately.

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