Customer Success Manager (Remote)

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. Public sector agencies, utilities and large health systems license our asset management platform under multi-year contracts. Releases go out Tuesday mornings, never on Fridays.

The role

Success in this role is measured on gross retention, product adoption and account health scores. You will be the customer's main contact after the sale and their voice inside LT Cloud. Remote within the US. The team meets in Los Angeles once a quarter, travel covered. We keep meetings to a minimum and work mostly async.

What you'll do

• Coordinate with support on open tickets for your accounts.
• Escalate product bugs and feature requests through Jira with clear context.
• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.
• Document every customer touch in Salesforce.
• Monitor usage and health scores in Gainsight and act on red flags.
• Build success plans with measurable goals for each account.
• Recruit happy customers for references and case studies.

Required qualifications

• 2+ years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Experience managing renewals or retention targets.
• Organized across many accounts at once.
• Working knowledge of Salesforce.
• Travel up to 15%.

Pluses

• Prior implementation or onboarding role.

Benefits

The base pay range for this position is $97,000 - $113,000 annually. Actual pay depends on experience, skills and location.

• Health insurance.
• 401(k) with a 100% match up to 5%.
• 11 paid holidays.
• $1,000 home office setup budget.

LT Cloud provides equal employment opportunities to all employees and applicants.

Most hires start within two to three weeks of an offer.

Start: Within 30 days.

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