Enterprise Customer Success Manager

Who we are:

We are 11 people, all hands-on, and the founders still run engagements themselves.

About the role:

Baton Rouge Cyber is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. You will be the customer's main contact after the sale and their voice inside Baton Rouge Cyber. Our team is spread across 17 countries. Headquarters is in Baton Rouge. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Central time. You will write a lot of updates, so clear written English is important.

Day to day:

• Flag expansion opportunities to the account executive or account manager
• Drive renewals alongside the commercial team, starting 120 days out
• Coordinate with support on open tickets for your accounts
• Monitor usage and health scores in Gainsight and act on red flags

Requirements:

• 5-7 years in customer success, account management or implementation at a SaaS company
• Organised across many accounts at once
• Experience managing renewals or retention targets
• Able to learn a technical product and explain it in plain terms
• Bachelor's degree or equivalent experience
• Calm under pressure when a customer is angry

Preferred:

• SQL or Looker for pulling your own account data
• Background in healthcare, logistics or financial services customers
• Experience with usage-based pricing

Perks and benefits:

Salary: ₹24.5-27 LPA

• Two weeks of paid leave at year end
• Public holidays observed per your country
• Annual salary review
• Co-working space stipend
• Home office setup budget
• Monthly internet allowance

The posting will close once we have a strong shortlist.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Baton Rouge Cyber LLC.