Customer Success Manager

THE POSITION

We are adding headcount to this team, so this is a new seat. Success in this role is measured on gross retention, product adoption and account health scores. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. You can work from home anywhere in Sri Lanka. We have no office requirement. Weekday working hours, with room to shift your day when needed. You will need a stable internet connection and a backup power source (UPS or inverter).

IN THIS ROLE YOU WILL

Report monthly on churn risk and saves. Lead kickoff calls and onboarding plans with new customers. Escalate product bugs and feature requests through Jira with clear context. Flag expansion opportunities to the account executive or account manager. Run quarterly business reviews with customer stakeholders. Recruit happy customers for references and case studies.

SKILLS AND EXPERIENCE

3+ years in customer success, account management or implementation at a SaaS company. Working knowledge of Salesforce. Bachelor's degree or equivalent experience. Comfortable presenting to directors and VPs. Travel up to 15%. Able to learn a technical product and explain it in plain terms.

ALSO HELPFUL

Certified Customer Success Manager (CCSM) or similar. SQL or Looker for pulling your own account data. Background in healthcare, logistics or financial services customers.

WHY WORK WITH US

Company laptop. Flexible hours. EPF and ETF contributions. Internet allowance. Learning budget.

ABOUT THE COMPANY

Small enough that you will talk to clients directly in your first week. Clients are mostly credit unions, medical groups and municipal governments in Western Province.

Please submit your CV in English.

Please include your notice period and salary expectations.

Start: Within 30 days.

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