Customer Success Manager - Remote

You will be the customer's main contact after the sale and their voice inside Nowak Data. The Customer Success Manager - Remote owns post-sale relationships for a book of software customers, from onboarding through renewal.

Your responsibilities

• Escalate product bugs and feature requests through Jira with clear context.
• Monitor usage and health scores in Gainsight and act on red flags.
• Drive renewals alongside the commercial team, starting 120 days out.
• Coordinate with support on open tickets for your accounts.
• Create help centre articles when the same question keeps coming up.
• Report monthly on churn risk and saves.
• Lead kickoff calls and onboarding plans with new customers.
• Recruit happy customers for references and case studies.

Qualifications

• 3+ years in customer success, account management or implementation at a SaaS company.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Organised across many accounts at once.
• Able to learn a technical product and explain it in plain terms.

Benefits

• Monthly payments via wire transfer or Wise.
• Company laptop.
• Long-term engagement.
• Paid time off.

A bit about us

Nowak Data builds scheduling and dispatch software for field service companies, from two-truck plumbing outfits to regional HVAC contractors. Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software. We keep recurring meetings to Tuesdays and Thursdays where we can.

We look at every application, usually within a week.

We will only contact shortlisted applicants.

Duration: 6 months. Start: Immediately.

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