Customer Success Manager

Hemlockgate manages assets for more than 200,000 clients through 120 offices. Institutional clients include pension funds, endowments and insurance companies.

The position

The role is new and comes from growth in our client base. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. We are headquartered in Bari and have been hiring remotely since 2020. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours are 10:00 to 15:00 CET. You will need a stable internet connection and a backup power source (UPS or inverter).

Job duties

• Document every customer touch in Salesforce
• Build success plans with measurable goals for each account
• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags
• Create help centre articles when the same question keeps coming up
• Report monthly on churn risk and saves
• Recruit happy customers for references and case studies

What you need

• 2-4 years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Comfortable presenting to directors and VPs
• Experience managing renewals or retention targets
• Able to learn a technical product and explain it in plain terms
• Working knowledge of Salesforce

Nice to have

• Background in healthcare, logistics or financial services customers
• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing

$1,050 - $1,300 monthly

Benefits

• Monthly payments via wire transfer or Wise
• Flexible hours
• Long-term engagement

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hemlockgate S.r.l..