Customer Success Manager

Practice groups include labor and employment, intellectual property, tax, real estate and healthcare.

About the role:

KB Legal has an opening for a Customer Success Manager. 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 role is fully remote within the US. Normal working hours, Monday to Friday. Strong written English is important, since much of our work is async.

Essential duties and responsibilities:

• Coordinate with support on open tickets for your accounts.
• Monitor usage and health scores in Gainsight and act on red flags.
• Escalate product bugs and feature requests through Jira with clear context.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Report monthly on churn risk and saves.

Minimum qualifications:

• 3+ years in customer success, account management or implementation at a SaaS company.
• Travel up to 15%.
• Organized across many accounts at once.
• Comfortable presenting to directors and VPs.

Preferred:

• Zendesk or Intercom experience.
• Experience with usage-based pricing.

Benefits:

Pay: $92,000 - $109,000/year

• Health, dental and vision coverage starting on day one.
• 401(k) with a 100% match up to 5%.
• 12 weeks of paid parental leave.
• Referral program.
• Dental insurance.
• Paid holidays.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

This position requires a background check.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at KB Legal Inc..