Enterprise Customer Success Manager

Content moderation runs around the clock, with reviewers in multiple time zones and languages. We started in 2012 and have grown to about 240 people. Core hours are 10 to 3, and the rest of the day is flexible.

Position summary:

The Enterprise Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. You can work from home anywhere in the UK. We have no office requirement.

Your responsibilities:

• Drive renewals alongside the commercial team, starting 120 days out.
• Report monthly on churn risk and saves.
• Monitor usage and health scores in Gainsight and act on red flags.
• Run quarterly business reviews with customer stakeholders.
• Lead kickoff calls and onboarding plans with new customers.

Minimum qualifications:

• 5-7 years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Able to learn a technical product and explain it in plain terms.
• Comfortable presenting to directors and VPs.
• Working knowledge of Salesforce.

Nice to have:

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

Compensation and benefits:

• Healthcare cash plan.
• Company pension.
• 33 days holiday including bank holidays.

We are committed to equality, diversity and inclusion, and we welcome applications from everyone.

Unfortunately we cannot offer visa sponsorship for this role.

Start: Immediately.

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