Customer Success Manager (Remote)

Product, engineering and support teams work out of offices in Toronto, Ontario and two nearshore delivery centres. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

Position summary:

Looking for a Customer Success Manager (Remote) who wants to stay somewhere for a while. Success in this role is measured on gross retention, product adoption and account health scores. Our headquarters is in Toronto, and about a third of the team works remotely from other countries. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. You will need at least 4 hours of overlap with US Eastern time. Communication happens mostly in Slack and short video calls.

Your responsibilities:

• Recruit happy customers for references and case studies
• Coordinate with support on open tickets for your accounts
• Monitor usage and health scores in Gainsight and act on red flags
• Lead kickoff calls and onboarding plans with new customers
• Flag expansion opportunities to the account executive or account manager
• Escalate product bugs and feature requests through Jira with clear context

Minimum qualifications:

• 2-4 years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Comfortable presenting to directors and VPs
• Working knowledge of Salesforce
• Experience managing renewals or retention targets
• Calm under pressure when a customer is angry
• Able to learn a technical product and explain it in plain terms

Nice to have:

• Background in healthcare, logistics or financial services customers
• Zendesk or Intercom experience
• SQL or Looker for pulling your own account data
• Prior implementation or onboarding role

What we offer:

• Company laptop
• Long-term engagement
• Paid time off

Let us know your current notice period and salary expectations.

Duration: 9 months. Start: Immediately.

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