Customer Success Manager

Who we are

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

Success in this role is measured on gross retention, product adoption and account health scores. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

In your first few months you will

• Create help centre articles when the same question keeps coming up
• Own a portfolio of 30 to 50 accounts and their overall health
• Build success plans with measurable goals for each account
• Coordinate with support on open tickets for your accounts
• Run quarterly business reviews with customer stakeholders
• Drive renewals alongside the commercial team, starting 120 days out
• Document every customer touch in Salesforce

About you

• Able to learn a technical product and explain it in plain terms
• Bachelor's degree or equivalent experience
• Comfortable presenting to directors and VPs
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Organised across many accounts at once

Preferred

• Background in healthcare, logistics or financial services customers
• Experience with usage-based pricing

What you get

Compensation: PKR 270,000 to PKR 330,000 a month

• Annual salary review
• Performance bonus
• Co-working space stipend
• Equity
• Health insurance through our employer-of-record partner
• Flexible hours

Please mention your notice period and expected salary.

Start: Flexible.

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