Customer Success Team Lead

Nowak Apps employs 220 people across engineering hubs in San Diego and three other locations, building ERP software for mid-market manufacturers. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts.

Job summary

Nowak Apps is hiring a Customer Success Team Lead to work remotely from the UK. Success in this role is measured on gross retention, product adoption and account health scores. Our headquarters is in San Diego, and about a third of the team works remotely from other countries. You will be employed through our employer-of-record partner in the UK, with a local contract and salary paid in pounds. Our standups are at 9:00 AM Pacific.

Key responsibilities

• Escalate product bugs and feature requests through Jira with clear context
• Flag expansion opportunities to the account executive or account manager
• Monitor usage and health scores in Gainsight and act on red flags
• Report monthly on churn risk and saves
• Build success plans with measurable goals for each account
• Own a portfolio of 30 to 50 accounts and their overall health

Qualifications

• 7+ years in customer success, account management or implementation at a SaaS company
• Experience managing renewals or retention targets
• Travel up to 15%
• Working knowledge of Salesforce
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

Why work with us

• Co-working space stipend
• Equity
• Health insurance through our employer-of-record partner
• Paid sick days
• Home office setup budget
• Monthly internet allowance

You must have the right to work in the UK.

Successful applicants will be contacted within a week of the closing date.

Start: Immediately.

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