Customer Success Manager

More than 9,000 organizations use our HR and payroll suite, from regional hospitals to school districts. Founded in 2005, we now have 300 employees.

The role

The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. 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. Remote within the US. We meet in person once or twice a year.

Main duties

• Escalate product bugs and feature requests through Jira with clear context.
• Monitor usage and health scores in Gainsight and act on red flags.
• Report monthly on churn risk and saves.
• Build success plans with measurable goals for each account.
• Flag expansion opportunities to the account executive or account manager.

Qualifications

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Bachelor's degree or equivalent experience.
• Able to learn a technical product and explain it in plain terms.

The base pay range for this position is $92,000 to $122,000 a year. Actual pay depends on experience, skills and location.

What we offer

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• 12 weeks of paid parental leave.

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

We are unable to sponsor visas for this position.

This position requires a background check.

Start: Immediately.

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