Enterprise Customer Success Manager

Large rollouts are routine here, such as imaging 12,000 laptops for a state agency over one summer. Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites.

The position:

The Enterprise Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote position. Most of the team is in Colombo, but nobody is required to come in. Few meetings, lots of written updates. Please make sure you have dependable internet and backup power.

Day to day:

• Coordinate with support on open tickets for your accounts
• Escalate product bugs and feature requests through Jira with clear context
• Create help centre articles when the same question keeps coming up
• Drive renewals alongside the commercial team, starting 120 days out
• Own a portfolio of 30 to 50 accounts and their overall health
• Report monthly on churn risk and saves

Required qualifications:

• 5+ years in customer success, account management or implementation at a SaaS company
• Able to learn a technical product and explain it in plain terms
• Experience managing renewals or retention targets
• Working knowledge of Salesforce
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Travel up to 15%

Perks and benefits:

• Medical insurance for you and your family
• Paid leave
• Life insurance
• Learning budget
• Flexible hours
• EPF and ETF contributions
• Internet allowance

Please submit your CV in English.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Colombo Technology Group.