Customer Success Manager

About WM Cloud:

Founded in 1998, the business writes the billing, metering and customer portal software that small water and electric utilities run on. Customers use our platform to manage equipment rentals: reservations, check-out, damage photos, invoicing and QuickBooks sync. We started in 1998 and have grown to about 100 people.

WM Cloud is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote position. Most of the team is in Karachi, but nobody is required to come in. Normal working hours, Monday to Friday. Reliable internet and a power backup are a must.

Responsibilities:

• Recruit happy customers for references and case studies
• Run quarterly business reviews with customer stakeholders
• Lead kickoff calls and onboarding plans with new customers
• Drive renewals alongside the commercial team, starting 120 days out
• Create help centre articles when the same question keeps coming up
• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags

About you:

• 3+ years in customer success, account management or implementation at a SaaS company
• Experience managing renewals or retention targets
• Bachelor's degree or equivalent experience
• Calm under pressure when a customer is angry

Benefits:

• Medical insurance
• Provident fund
• Paid leave
• Fuel allowance
• Two bonuses a year

Please submit your CV in English.

Start: Immediately.

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