Customer Success Manager

We're looking for a Customer Success Manager to join our team. This is a remote role. Success in this role is measured on gross retention, product adoption and account health scores. Remote position. Most of the team is in Dhaka, but nobody is required to come in. Most of our work is async, and meetings are kept short. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties

• Coordinate with support on open tickets for your accounts
• Monitor usage and health scores in Gainsight and act on red flags
• Flag expansion opportunities to the account executive or account manager
• Lead kickoff calls and onboarding plans with new customers
• Drive renewals alongside the commercial team, starting 120 days out
• Build success plans with measurable goals for each account

Skills and experience

• 3+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Bachelor's degree or equivalent experience

Why work with us

• Medical insurance
• Provident fund
• Paid leave
• Fuel allowance
• Two bonuses a year

About Sheikh Software

Small accounting firms in Dhaka Division use our engagement letter and e-signature tool, and most heard about us from a colleague. Customers who call us usually reach someone who wrote the code they are asking about. Code review is required on every pull request, and nobody merges their own changes.

Only shortlisted candidates will be contacted.

Let us know your current notice period and salary expectations.

Start: Flexible.

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