Customer Success Team Lead

Accessibility testing against WCAG 2.1 AA is part of every release. Production studios in New York City and abroad record and edit thousands of hours of video a year.

Position summary:

BD Courses is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote, open to candidates across the US. Clear written English is a must, as the team works across time zones.

Key responsibilities:

• Own a portfolio of 30 to 50 accounts and their overall health.
• Document every customer touch in Salesforce.
• Report monthly on churn risk and saves.
• Lead kickoff calls and onboarding plans with new customers.
• Create help center articles when the same question keeps coming up.
• Monitor usage and health scores in Gainsight and act on red flags.

Required qualifications:

• Experience managing renewals or retention targets.
• Working knowledge of Salesforce.
• Calm under pressure when a customer is angry.
• Bachelor's degree or equivalent experience.
• Organized across many accounts at once.
• Able to learn a technical product and explain it in plain terms.

Preferred:

• Certified Customer Success Manager (CCSM) or similar.
• Prior implementation or onboarding role.
• SQL or Looker for pulling your own account data.

Pay range: $157,000 to $205,000 annually. Final offer will depend on experience.

Perks and benefits:

• Health, dental and vision coverage starting on day one.
• 401(k) with 4% match.
• Paid sick leave.
• Gym membership reimbursement.
• 401(k) with a 100% match up to 5%.
• Flexible spending account.
• Referral program.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Start: Immediately.

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