Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts.

The position:

Thistleland has an opening for a Customer Success Manager. Success in this role is measured on gross retention, product adoption and account health scores. This role is fully remote within Nepal. Normal working hours, Monday to Friday. Reliable internet and a power backup are a must.

Responsibilities:

Coordinate with support on open tickets for your accounts. Report monthly on churn risk and saves. Document every customer touch in Salesforce. Recruit happy customers for references and case studies. Escalate product bugs and feature requests through Jira with clear context.

Required qualifications:

3-5 years in customer success, account management or implementation at a SaaS company. Experience managing renewals or retention targets. Bachelor's degree or equivalent experience. Comfortable presenting to directors and VPs. Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Organised across many accounts at once. Able to learn a technical product and explain it in plain terms.

Preferred qualifications:

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

What we offer:

Medical insurance. Company laptop. Internet allowance. Flexible hours. Life insurance. Dashain bonus.

Start: Immediately.

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