Customer Success Manager

THE POSITION:

You will be the customer's main contact after the sale and their voice inside Torres Labs. Success in this role is measured on gross retention, product adoption and account health scores. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need at least 4 hours of overlap with US Eastern time.

DUTIES:

• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Create help centre articles when the same question keeps coming up.
• Drive renewals alongside the commercial team, starting 120 days out.
• Monitor usage and health scores in Gainsight and act on red flags.
• Build success plans with measurable goals for each account.
• Coordinate with support on open tickets for your accounts.

QUALIFICATIONS:

• 2-4 years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Working knowledge of Salesforce.
• Organised across many accounts at once.

COMPENSATION AND BENEFITS:

• Home office setup budget.
• Paid sick days.
• 24 days paid time off.
• Annual salary review.

COMPANY OVERVIEW:

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.

Please submit your CV in English.

Start: Immediately.

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