Customer Success Manager

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.

The role:

Torres Labs has an opening for a Customer Success Manager. 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. Our team is spread across 20 countries. Headquarters is in Waltham. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours are 9:00 AM to 1:00 PM US Eastern. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll be doing:

Coordinate with support on open tickets for your accounts. Report monthly on churn risk and saves. Own a portfolio of 30 to 50 accounts and their overall health. Escalate product bugs and feature requests through Jira with clear context. Run quarterly business reviews with customer stakeholders. Build success plans with measurable goals for each account. Document every customer touch in Salesforce.

Minimum qualifications:

3+ years in customer success, account management or implementation at a SaaS company. Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Comfortable presenting to directors and VPs. Organised across many accounts at once. Experience managing renewals or retention targets. Able to learn a technical product and explain it in plain terms. Calm under pressure when a customer is angry.

Preferred qualifications:

Experience with usage-based pricing. SQL or Looker for pulling your own account data. Zendesk or Intercom experience. Certified Customer Success Manager (CCSM) or similar.

Salary: $20.00 - $23.50 per hour

Compensation and benefits:

Long-term engagement. Flexible hours.

Only shortlisted candidates will be contacted.

Duration: 6 months. Start: Immediately.

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