Customer Success Manager

Our managed service programs handle contingent labour for large employers across multiple sites. Clients include Fortune 500 manufacturers, health systems and logistics companies.

JOB SUMMARY

This is a newly created position. Success in this role is measured on gross retention, product adoption and account health scores. 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. We are headquartered in Jacksonville and have been hiring remotely since 2020. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET.

WHAT YOU'LL BE DOING

• Coordinate with support on open tickets for your accounts
• Recruit happy customers for references and case studies
• Escalate product bugs and feature requests through Jira with clear context
• Create help centre articles when the same question keeps coming up
• Run quarterly business reviews with customer stakeholders
• Drive renewals alongside the commercial team, starting 120 days out
• Lead kickoff calls and onboarding plans with new customers

REQUIRED QUALIFICATIONS

• 3+ years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs
• Able to learn a technical product and explain it in plain terms
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

PREFERRED QUALIFICATIONS

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

BENEFITS

• Monthly payments via wire transfer or Wise
• Monthly internet allowance
• Paid in USD

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

Duration: 9 months. Start: Immediately.

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