Customer Success Manager

About us

Two developers, a designer and a support lead make up most of the company, so everyone touches the product. We are a small, self-funded team building a booking app for independent salons and tattoo studios. Founded in 2022, we now have 17 employees. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

About the role

This is a new role. The team has doubled in size over the past year. 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. 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 Central time. You get a company laptop and a headset before you start.

What you'll work on

• Build success plans with measurable goals for each account.
• Drive renewals alongside the commercial team, starting 120 days out.
• Recruit happy customers for references and case studies.
• Lead kickoff calls and onboarding plans with new customers.
• Monitor usage and health scores in Gainsight and act on red flags.

Requirements

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

Preferred qualifications

• Certified Customer Success Manager (CCSM) or similar.
• SQL or Looker for pulling your own account data.

What we offer

• Flexible hours.
• Home office setup budget.
• Annual learning budget.
• 24 days paid time off.
• Co-working space stipend.
• Annual salary review.

Candidates must be eligible to work in India.

Start: Immediately.

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