Customer Success Manager

Position summary:

You will be the customer's main contact after the sale and their voice inside Martinez Software. Remote position. Most of the team is in New York City, but nobody is required to come in. Flexible schedule. We have one team call a day, usually in the morning.

In this role you will:

• Build success plans with measurable goals for each account.
• Monitor usage and health scores in Gainsight and act on red flags.
• Flag expansion opportunities to the account executive or account manager.
• Report monthly on churn risk and saves.
• Recruit happy customers for references and case studies.

Qualifications:

• 2+ years in customer success, account management or implementation at a SaaS company.
• Travel up to 15%.
• Organized across many accounts at once.
• Able to learn a technical product and explain it in plain terms.
• Comfortable presenting to directors and VPs.
• Calm under pressure when a customer is angry.

Preferred:

• SQL or Looker for pulling your own account data.
• Certified Customer Success Manager (CCSM) or similar.
• Zendesk or Intercom experience.

Pay and benefits:

Salary: $104,000-$121,000 per year

• Health insurance.
• 401(k) with company match.
• 11 paid holidays.
• Cell phone reimbursement.

Who we are:

Everything runs on a single Rails app and one Postgres database, deployed on Heroku.

We review applications on a rolling basis.

Start: Within 30 days.

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