Enterprise Customer Success Manager

More than 460 employees work on the product, from search ranking to fraud detection. We run a marketplace with over 300,000 active sellers and fulfillment centers in four regions.

The role

You will be the customer's main contact after the sale and their voice inside Heatherbridge Labs. Heatherbridge Labs is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote within the US. The team meets in Los Angeles once a quarter, travel covered. Flexible hours with a daily team call in the morning. Please make sure you have a quiet place to work and a solid internet connection.

What you'll do

• Escalate product bugs and feature requests through Jira with clear context.
• Drive renewals alongside the commercial team, starting 120 days out.
• Monitor usage and health scores in Gainsight and act on red flags.
• Create help center articles when the same question keeps coming up.
• Lead kickoff calls and onboarding plans with new customers.
• Build success plans with measurable goals for each account.
• Own a portfolio of 30 to 50 accounts and their overall health.

Required qualifications

• 6+ years in customer success, account management or implementation at a SaaS company.
• Comfortable presenting to directors and VPs.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Travel up to 15%.

Preferred qualifications

• Zendesk or Intercom experience.
• Certified Customer Success Manager (CCSM) or similar.

The base pay range for this position is $121,000 - $158,000 per year. Actual pay depends on experience, skills and location.

Why work with us

• Flexible spending account.

Heatherbridge Labs is an Equal Opportunity Employer, including disability and protected veteran status.

We are unable to sponsor visas for this position.

Duration: 9 months. Start: Immediately.

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