Customer Success Team Lead

Institutional clients include pension funds, endowments and insurance companies.

Job summary

The Customer Success Team Lead owns post-sale relationships for a book of software customers, from onboarding through renewal. Fully remote, but we prefer candidates within a few hours of Eastern time.

In this role you will

• Monitor usage and health scores in Gainsight and act on red flags
• Build success plans with measurable goals for each account
• Drive renewals alongside the commercial team, starting 120 days out
• Escalate product bugs and feature requests through Jira with clear context
• Document every customer touch in Salesforce
• Create help center articles when the same question keeps coming up

Qualifications

• 7+ years in customer success, account management or implementation at a SaaS company
• Organized across many accounts at once
• Travel up to 15%
• Comfortable presenting to directors and VPs
• Calm under pressure when a customer is angry
• Experience managing renewals or retention targets
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

Preferred qualifications

• SQL or Looker for pulling your own account data
• Certified Customer Success Manager (CCSM) or similar
• Background in healthcare, logistics or financial services customers

Compensation: $170,000 - $205,000 annually DOE.

Compensation and benefits

• Health, dental and vision coverage starting on day one
• 401(k) with a 100% match up to 5%
• Paid parental leave
• Life insurance
• Flexible spending account
• Professional development budget
• Vision insurance

Dunmore is an Equal Opportunity Employer, including disability and protected veteran status.

Applicants must be authorized to work in the U.S.

If this sounds like a fit, apply with a resume. A cover letter is optional.

Start: Immediately.

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