Customer Success Manager

Advisors, operations, compliance and technology teams total roughly 7,000 people. Since 1955, the firm has grown through acquisitions of independent advisory practices.

THE POSITION:

We are adding a Customer Success Manager to our Onboarding team. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Fully remote. You can work from anywhere in the US. We do not have many meetings. Most updates happen in writing.

DAY TO DAY:

• Build success plans with measurable goals for each account.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Lead kickoff calls and onboarding plans with new customers.
• Drive renewals alongside the commercial team, starting 120 days out.
• Document every customer touch in Salesforce.
• Escalate product bugs and feature requests through Jira with clear context.
• Flag expansion opportunities to the account executive or account manager.

WHAT YOU NEED:

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Working knowledge of Salesforce.
• Able to learn a technical product and explain it in plain terms.

PREFERRED:

• Zendesk or Intercom experience.
• Certified Customer Success Manager (CCSM) or similar.

Starting pay: $94,000 - $126,000 annually, depending on experience and certifications.

WHAT WE OFFER:

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid holidays.
• Professional development budget.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

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