Director of Customer Success

Who we are:

Most of what we build is back-office software for property managers, including lease tracking, work orders and tenant payments. Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software. Founded in 2012, we now have 180 employees. Laptops are MacBook Pros, and you pick your own editor.

What this job is:

You will be the customer's main contact after the sale and their voice inside Esposito Digital. Our headquarters is in White Plains, and about a third of the team works remotely from other countries. This is a long-term contractor role, paid monthly in USD. Core hours are 9:00 AM to 1:00 PM US Eastern.

What you'll work on:

• Monitor usage and health scores in Gainsight and act on red flags
• Create help centre articles when the same question keeps coming up
• Own a portfolio of 30 to 50 accounts and their overall health
• Build success plans with measurable goals for each account
• Flag expansion opportunities to the account executive or account manager

What you bring:

• 12+ years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Organised across many accounts at once
• Calm under pressure when a customer is angry

Also helpful:

• Certified Customer Success Manager (CCSM) or similar
• SQL or Looker for pulling your own account data

What you get:

Salary: BDT 165,000 to BDT 205,000 per month

• Long-term engagement
• Monthly internet allowance

Duration: 6 months. Start: Immediately.

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