Customer Success Manager

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day.

Position summary:

We are creating this position because the workload has grown. Success in this role is measured on gross retention, product adoption and account health scores. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. You can work from home anywhere in India. We have no office requirement. Normal business hours, Monday to Friday, with some flexibility. We ship you a laptop and accessories before your first day.

Responsibilities:

• Escalate product bugs and feature requests through Jira with clear context.
• Coordinate with support on open tickets for your accounts.
• Build success plans with measurable goals for each account.
• Document every customer touch in Salesforce.
• Monitor usage and health scores in Gainsight and act on red flags.
• Flag expansion opportunities to the account executive or account manager.

Minimum qualifications:

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Calm under pressure when a customer is angry.
• Comfortable presenting to directors and VPs.

Preferred qualifications:

• SQL or Looker for pulling your own account data.
• Prior implementation or onboarding role.

What we offer:

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

Candidates must be eligible to work in India.

Start: Immediately.

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