Customer Success Manager

Most of our work is residential service and replacement, with some light commercial. We install and service furnaces, heat pumps, rooftop units and ductless systems for homes and businesses. Busy season for HVAC is July and January, so expect overtime.

Job summary

Gravelreach Plumbing is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. You can work from home anywhere in India. We have no office requirement. Normal working hours, Monday to Friday. We ship you a laptop and accessories before your first day.

Duties

• Report monthly on churn risk and saves.
• Create help centre articles when the same question keeps coming up.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Escalate product bugs and feature requests through Jira with clear context.
• Run quarterly business reviews with customer stakeholders.

Skills and experience

• 2+ years in customer success, account management or implementation at a SaaS company.
• Working knowledge of Salesforce.
• Able to learn a technical product and explain it in plain terms.
• Experience managing renewals or retention targets.
• Bachelor's degree or equivalent experience.
• Travel up to 15%.

Desirable

• Certified Customer Success Manager (CCSM) or similar.

What we offer

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Learning budget.
• Gratuity.
• Flexible hours.
• Internet reimbursement.

We are reviewing applications as they arrive, so apply early.

Start: Immediately.

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