Customer Success Manager

A bit about us:

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Most engineers work remotely and come into the office one week a quarter for planning.

Role overview:

Looking for a Customer Success Manager who wants to stay somewhere for a while. Success in this role is measured on gross retention, product adoption and account health scores. The company is based in Waltham, the US. Our team works from several countries. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 4 hours of overlap with US Eastern time. You will write a lot of updates, so clear written English is important.

Duties:

• Coordinate with support on open tickets for your accounts.
• Flag expansion opportunities to the account executive or account manager.
• Document every customer touch in Salesforce.
• Escalate product bugs and feature requests through Jira with clear context.
• Build success plans with measurable goals for each account.

Who you are:

• Organised across many accounts at once.
• 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.

Perks and benefits:

Salary range: $2,600 - $3,400 per month

• Monthly payments via wire transfer or Wise.
• Flexible hours.
• Paid time off.
• Monthly internet allowance.

Duration: 6 months. Start: Immediately.

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