Enterprise Customer Success Manager

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. Headquartered in Sydney since 2006, the company now sells in 40 countries and supports customers in 11 languages. We started in 2006 and have grown to about 590 people. Most engineers work remotely and come into the office one week a quarter for planning.

Position summary

The Enterprise Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. We hire in the US through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with Sydney business hours until mid-afternoon. You need a reliable internet connection and somewhere quiet to work.

Main duties

• Recruit happy customers for references and case studies
• Lead kickoff calls and onboarding plans with new customers
• Escalate product bugs and feature requests through Jira with clear context
• Flag expansion opportunities to the account executive or account manager
• Report monthly on churn risk and saves
• Coordinate with support on open tickets for your accounts

What you need

• 5+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Working knowledge of Salesforce
• Able to learn a technical product and explain it in plain terms
• Bachelor's degree or equivalent experience
• Experience managing renewals or retention targets
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

Compensation: $113,000 - $141,000 a year DOE.

Perks and benefits

• Performance bonus
• Health insurance through our employer-of-record partner
• Home office setup budget
• Company laptop
• Annual team retreat
• Annual salary review
• Two weeks of paid leave at year end

Galestead Data is an Equal Opportunity Employer, including disability and protected veteran status.

Please include a short note on why this role interests you.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Galestead Data Pty Ltd.