Director of Customer Success

The company:

Product, engineering and support teams work out of offices in Lahore, Punjab and two nearshore delivery centres. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts. Code review is required on every pull request, and nobody merges their own changes.

Overview:

The role is new and comes from growth in our client base. 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. Our team is spread across 17 countries. Headquarters is in Lahore. You will be employed through our employer-of-record partner in Peru, with a local contract and salary paid in local currency. Few meetings, lots of written updates. Day-to-day communication is in Slack and Google Meet.

Day to day:

• Escalate product bugs and feature requests through Jira with clear context
• Report monthly on churn risk and saves
• Drive renewals alongside the commercial team, starting 120 days out
• Build success plans with measurable goals for each account
• Lead kickoff calls and onboarding plans with new customers
• Document every customer touch in Salesforce
• Run quarterly business reviews with customer stakeholders
• Monitor usage and health scores in Gainsight and act on red flags

What we're looking for:

• 8+ years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Comfortable presenting to directors and VPs
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Working knowledge of Salesforce
• Organised across many accounts at once

Pay and benefits:

Compensation: PEN 23,500 to PEN 28,000/month

• Performance bonus
• 24 days paid time off
• Annual learning budget
• Home office setup budget
• Annual team retreat

Candidates must be eligible to work in Peru.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hazelvault (Pvt.) Ltd..