Customer Success Manager, Remote

You will be the customer's main contact after the sale and their voice inside SMR Cloud. SMR Cloud is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. This is a long-term contractor role, paid monthly in USD. Working hours overlap with UK business hours. A stable internet connection and a backup power option are required.

Main duties:

Escalate product bugs and feature requests through Jira with clear context. Recruit happy customers for references and case studies. Document every customer touch in Salesforce. Coordinate with support on open tickets for your accounts. Flag expansion opportunities to the account executive or account manager. Own a portfolio of 30 to 50 accounts and their overall health. Create help centre articles when the same question keeps coming up.

What we're looking for:

Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Comfortable presenting to directors and VPs. Calm under pressure when a customer is angry. Experience managing renewals or retention targets. Working knowledge of Salesforce.

Preferred:

Zendesk or Intercom experience. Experience with usage-based pricing. Background in healthcare, logistics or financial services customers.

Compensation and benefits:

Monthly payments via wire transfer or Wise. Flexible hours. Annual rate review. Monthly internet allowance.

Company overview:

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The posting will close once we have a strong shortlist.

Duration: 12 months. Start: Immediately.

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