Enterprise Customer Success Manager

Product, engineering and support teams work out of offices in Laredo, Texas and two nearshore delivery centers. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

The position

The Enterprise Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Laredo Systems is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. You can work from home anywhere in the US. We have no office requirement. Flexible hours with a daily team call in the morning. Most communication happens in Slack, with short video calls when needed.

Duties

Flag expansion opportunities to the account executive or account manager. Document every customer touch in Salesforce. Monitor usage and health scores in Gainsight and act on red flags. Coordinate with support on open tickets for your accounts. Report monthly on churn risk and saves. Drive renewals alongside the commercial team, starting 120 days out. Lead kickoff calls and onboarding plans with new customers. Escalate product bugs and feature requests through Jira with clear context.

Skills and experience

5-7 years in customer success, account management or implementation at a SaaS company. Working knowledge of Salesforce. Able to learn a technical product and explain it in plain terms. Experience managing renewals or retention targets. Comfortable presenting to directors and VPs.

Perks and benefits

Health insurance. 401(k) with company match. Paid holidays. Gym membership reimbursement. Paid sick leave. 401(k) with a 100% match up to 5%.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Start: Within 30 days.

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