Enterprise Customer Success Manager

A bit about us

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

The role

We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. The Enterprise Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. This role is fully remote within Croatia. We keep meetings to a minimum and work mostly async. Communication happens mostly in Slack and short video calls.

Day to day

• Coordinate with support on open tickets for your accounts.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Build success plans with measurable goals for each account.
• Lead kickoff calls and onboarding plans with new customers.
• Monitor usage and health scores in Gainsight and act on red flags.

Requirements

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

Why work with us

• Private medical care.
• Extra annual leave days.
• Meal vouchers.
• Remote work allowance.
• Annual bonus.
• Language courses.
• Multisport card.

Candidates must be eligible to work in Croatia.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kvarner Digital d.o.o..