Customer Success Manager

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded as a farmers' mutual in 1948, the company is now one of the larger mutual insurers in Australia.

Role overview

We are adding a Customer Success Manager to our Onboarding team. 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 is a long-term contractor role, paid monthly in USD. You will need some overlap with Australian Eastern time in the mornings. We ship you a laptop and accessories before your first day.

Main duties

• Escalate product bugs and feature requests through Jira with clear context
• Recruit happy customers for references and case studies
• Own a portfolio of 30 to 50 accounts and their overall health
• Coordinate with support on open tickets for your accounts
• Build success plans with measurable goals for each account

Minimum qualifications

• 2+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Working knowledge of Salesforce
• Experience managing renewals or retention targets

Starting pay: $42.50 - $46.00 per hour, depending on experience and certifications.

What you get

• Annual rate review
• Flexible hours

Harbour Mutual provides equal employment opportunities to all employees and applicants.

This position requires a background check.

Duration: 6 months. Start: Immediately.

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