Customer Success Manager

About Tremblay Data

Since 2012, the company has sold practice management software to dental and veterinary clinics in Canada. Founded in 2012, the business writes the billing, metering and customer portal software that small water and electric utilities run on. We keep recurring meetings to Tuesdays and Thursdays where we can.

The role

The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. 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.

Duties

• Run quarterly business reviews with customer stakeholders
• Create help centre articles when the same question keeps coming up
• Escalate product bugs and feature requests through Jira with clear context
• Build success plans with measurable goals for each account
• Lead kickoff calls and onboarding plans with new customers
• Own a portfolio of 30 to 50 accounts and their overall health
• Coordinate with support on open tickets for your accounts

What you'll need

• 2-4 years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Calm under pressure when a customer is angry
• Experience managing renewals or retention targets
• Bachelor's degree or equivalent experience

Desirable

• Background in healthcare, logistics or financial services customers
• Zendesk or Intercom experience

Why work with us

Salary range: $1,050 - $1,450 monthly

• Paid in USD
• Annual rate review
• Company laptop

Please submit your CV in English.

Duration: 6 months. Start: Flexible.

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