Customer Success Manager

Larchwater employs 4,800 people across engineering hubs in Huntsville and three other locations, building ERP software for mid-market manufacturers. Public sector agencies, utilities and large health systems license our asset management platform under multi-year contracts.

The role:

We're looking for a Customer Success Manager to join our team. This is a remote role. Success in this role is measured on gross retention, product adoption and account health scores. Remote within the US. The team meets in Huntsville once a quarter, travel covered. Normal working hours, Monday to Friday. We send you a laptop and the accessories you need on day one.

Key responsibilities:

• Escalate product bugs and feature requests through Jira with clear context
• Own a portfolio of 30 to 50 accounts and their overall health
• Lead kickoff calls and onboarding plans with new customers
• Build success plans with measurable goals for each account
• Coordinate with support on open tickets for your accounts

What you'll need:

• 3-5 years in customer success, account management or implementation at a SaaS company
• Able to learn a technical product and explain it in plain terms
• Bachelor's degree or equivalent experience
• Organized across many accounts at once
• Working knowledge of Salesforce

Bonus points:

• SQL or Looker for pulling your own account data
• Experience with usage-based pricing

Benefits:

• Medical, dental and vision insurance
• 401(k) with 4% match
• 12 weeks of paid parental leave
• Employee assistance program
• Paid time off

Larchwater is an Equal Opportunity Employer, including disability and protected veteran status.

We are unable to sponsor visas for this position.

Start: Within 30 days.

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