Customer Success Manager

About Mallardway

Over 580 employees work across sales, engineering, consulting and the SOC. We operate security operations centres on three continents, so alerts are triaged by analysts on day shift wherever they arrive.

Success in this role is measured on gross retention, product adoption and account health scores. Mallardway is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote, open to candidates across India. We do not have many meetings. Most updates happen in writing. A stable internet connection and a backup power option are required.

Essential duties and responsibilities

• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Coordinate with support on open tickets for your accounts.
• Lead kickoff calls and onboarding plans with new customers.

Minimum qualifications

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Organised across many accounts at once.
• Working knowledge of Salesforce.
• Able to learn a technical product and explain it in plain terms.
• Calm under pressure when a customer is angry.

Compensation and benefits

Salary: ₹9,00,000 - ₹11,00,000 per annum

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Internet reimbursement.

We look at every application, usually within a week.

Please submit your CV in English.

Start: Immediately.

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