Customer Success Manager

Product, engineering and support teams work out of offices in Jaffna, Northern Province and two nearshore delivery centres. Most engineers work remotely and come into the office one week a quarter for planning.

THE ROLE

The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Samarasinghe Cloud is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Fully remote. You can work from anywhere in Sri Lanka. Normal business hours, Monday to Friday, with some flexibility.

DUTIES

• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags
• Coordinate with support on open tickets for your accounts
• Own a portfolio of 30 to 50 accounts and their overall health
• Document every customer touch in Salesforce
• Build success plans with measurable goals for each account
• Lead kickoff calls and onboarding plans with new customers
• Drive renewals alongside the commercial team, starting 120 days out

REQUIRED QUALIFICATIONS

• 3+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Able to learn a technical product and explain it in plain terms
• Experience managing renewals or retention targets
• Travel up to 15%
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Organised across many accounts at once

NICE TO HAVE

• SQL or Looker for pulling your own account data
• Certified Customer Success Manager (CCSM) or similar
• Background in healthcare, logistics or financial services customers
• Experience with usage-based pricing

Rate: LKR 155,000-LKR 185,000 pcm

PERKS AND BENEFITS

• Medical insurance for you and your family
• Paid leave
• Company laptop
• Life insurance
• Flexible hours

We may close this posting early once we have enough applications.

Candidates must be eligible to work in Sri Lanka.

Start: Within 30 days.

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