Customer Success Manager

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. Fully remote. You can work from anywhere in the US. Monday to Friday, regular working hours, flexible start and finish. Day-to-day communication is in Slack and Google Meet.

KEY RESPONSIBILITIES:

• Lead kickoff calls and onboarding plans with new customers
• Run quarterly business reviews with customer stakeholders
• Monitor usage and health scores in Gainsight and act on red flags
• Flag expansion opportunities to the account executive or account manager
• Own a portfolio of 30 to 50 accounts and their overall health
• Escalate product bugs and feature requests through Jira with clear context
• Drive renewals alongside the commercial team, starting 120 days out

ABOUT YOU:

• 3-5 years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

BONUS POINTS:

• SQL or Looker for pulling your own account data
• Zendesk or Intercom experience

COMPENSATION AND BENEFITS:

• Health savings account (HSA) with employer contribution
• 401(k) with company match
• Paid holidays
• Dental insurance
• Health insurance

A BIT ABOUT US:

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. More than 9,000 organizations use our HR and payroll suite, from regional hospitals to school districts.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Start: Immediately.

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