Customer Success Team Lead

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts.

Job summary

You will be the customer's main contact after the sale and their voice inside Thistleland. Success in this role is measured on gross retention, product adoption and account health scores. Remote position. Most of the team is in Pokhara, but nobody is required to come in. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll do

• Drive renewals alongside the commercial team, starting 120 days out.
• Recruit happy customers for references and case studies.
• Create help centre articles when the same question keeps coming up.
• Build success plans with measurable goals for each account.
• Coordinate with support on open tickets for your accounts.
• Own a portfolio of 30 to 50 accounts and their overall health.

Qualifications

• 8+ years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Calm under pressure when a customer is angry.
• Working knowledge of Salesforce.
• Able to learn a technical product and explain it in plain terms.
• Experience managing renewals or retention targets.
• Bachelor's degree or equivalent experience.

Nice to have

• Prior implementation or onboarding role.
• Background in healthcare, logistics or financial services customers.

Pay: NPR 95,000 - NPR 125,000 pcm

What you get

• Medical insurance.
• Company laptop.
• Life insurance.
• Learning budget.
• Paid leave.
• Flexible hours.

Please submit your CV in English.

Start: Immediately.

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