Customer Success Manager

Headquartered in Melbourne since 2012, the company now sells in 40 countries and supports customers in 11 languages. Southern Cross Systems employs 840 people across engineering hubs in Melbourne and three other locations, building ERP software for mid-market manufacturers. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The role:

The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. This is a full-time remote role. We use an employer of record in Bangladesh, so you get a proper employment contract, not a freelance agreement. Core hours overlap with Sydney business hours until mid-afternoon. Clear written English is a must, as the team works across time zones.

Day to day:

• Monitor usage and health scores in Gainsight and act on red flags
• Lead kickoff calls and onboarding plans with new customers
• Report monthly on churn risk and saves
• Flag expansion opportunities to the account executive or account manager
• 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
• Create help centre articles when the same question keeps coming up

Minimum qualifications:

• 3+ years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Organised across many accounts at once
• Calm under pressure when a customer is angry
• Bachelor's degree or equivalent experience

Preferred qualifications:

• Certified Customer Success Manager (CCSM) or similar
• SQL or Looker for pulling your own account data
• Background in healthcare, logistics or financial services customers
• Prior implementation or onboarding role

Rate: BDT 130,000-BDT 165,000 pcm

What we offer:

• Performance bonus
• Company laptop
• Monthly internet allowance
• Flexible hours
• Paid parental leave
• Co-working space stipend
• 20 days paid time off

Start: Flexible.

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