Customer Success Team Lead

About Eastside Bank

We are a member-owned credit union serving teachers, public employees and their families. New tellers spend two weeks in classroom training before working a drawer.

The position

The previous person in this role moved to another team. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. We are headquartered in Jersey City and have been hiring remotely since 2020. This is a long-term contractor role, paid monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET.

What you'll be doing

• Escalate product bugs and feature requests through Jira with clear context
• Lead kickoff calls and onboarding plans with new customers
• Create help centre articles when the same question keeps coming up
• Monitor usage and health scores in Gainsight and act on red flags
• Coordinate with support on open tickets for your accounts

Minimum qualifications

• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs
• Bachelor's degree or equivalent experience
• Working knowledge of Salesforce

What we offer

Compensation: $3,500 - $4,400/month

• Monthly internet allowance
• Annual rate review
• Company laptop
• Long-term engagement

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 Eastside Bank.