Enterprise Customer Success Manager

Clients range from family-owned businesses to companies with several billion in revenue.

ABOUT THE ROLE

Success in this role is measured on gross retention, product adoption and account health scores. CG Accounting is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Our team is spread across 9 countries. Headquarters is in New York City. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. Clear written English is a must, as the team works across time zones.

WHAT YOU'LL BE DOING

• Report monthly on churn risk and saves.
• Flag expansion opportunities to the account executive or account manager.
• Run quarterly business reviews with customer stakeholders.
• Monitor usage and health scores in Gainsight and act on red flags.
• Coordinate with support on open tickets for your accounts.
• Escalate product bugs and feature requests through Jira with clear context.

MINIMUM QUALIFICATIONS

• 5+ years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Able to learn a technical product and explain it in plain terms.
• Working knowledge of Salesforce.
• Organised across many accounts at once.
• Calm under pressure when a customer is angry.
• Comfortable presenting to directors and VPs.

NICE TO HAVE

• Experience with usage-based pricing.
• Prior implementation or onboarding role.

WHAT YOU GET

• Paid in USD.
• Monthly payments via wire transfer or Wise.
• Long-term engagement.
• Paid time off.

Due to the number of applications, only shortlisted candidates will be contacted.

Duration: 9 months. Start: Immediately.

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