Customer Success Manager

Customers use our platform to manage equipment rentals: reservations, check-out, damage photos, invoicing and QuickBooks sync. Founded in 2009, the business writes the billing, metering and customer portal software that small water and electric utilities run on. Most engineers work remotely and come into the office one week a quarter for planning.

About the role:

Maple Grove Data is looking for a Customer Success Manager to join a small, steady team. Success in this role is measured on gross retention, product adoption and account health scores. This is a long-term contractor role, paid monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. Equipment is provided, including a laptop.

Duties:

• Lead kickoff calls and onboarding plans with new customers.
• Flag expansion opportunities to the account executive or account manager.
• Document every customer touch in Salesforce.
• Monitor usage and health scores in Gainsight and act on red flags.
• Drive renewals alongside the commercial team, starting 120 days out.

Requirements:

• 3+ years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Experience managing renewals or retention targets.
• Organised across many accounts at once.

Desirable:

• Background in healthcare, logistics or financial services customers.
• SQL or Looker for pulling your own account data.
• Zendesk or Intercom experience.

Benefits:

Rate: $1,150 - $1,450/month

• Paid in USD.
• Annual rate review.
• Paid time off.

If you are shortlisted, we will reach out to set up a first call.

Please submit your CV in English.

Duration: 6 months. Start: Immediately.

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