Enterprise Customer Success Manager

Product, engineering and support teams work out of offices in Los Angeles, California and two nearshore delivery centres. Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Laptops are MacBook Pros, and you pick your own editor.

OVERVIEW

Meadowhurst Labs is hiring an Enterprise Customer Success Manager to work remotely from Bangladesh. 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. Employment is through our payroll partner in Bangladesh. Salary is paid monthly in taka. Our standups are at 9:00 AM Pacific. Strong written English is important, since much of our work is async.

YOUR RESPONSIBILITIES

• Document every customer touch in Salesforce
• Coordinate with support on open tickets for your accounts
• Drive renewals alongside the commercial team, starting 120 days out
• Run quarterly business reviews with customer stakeholders
• Recruit happy customers for references and case studies
• Monitor usage and health scores in Gainsight and act on red flags
• Escalate product bugs and feature requests through Jira with clear context
• Flag expansion opportunities to the account executive or account manager

QUALIFICATIONS

• 5-7 years in customer success, account management or implementation at a SaaS company
• Comfortable presenting to directors and VPs
• Organised across many accounts at once
• Able to learn a technical product and explain it in plain terms
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform

NICE TO HAVE

• Experience with usage-based pricing
• Prior implementation or onboarding role
• Certified Customer Success Manager (CCSM) or similar
• Zendesk or Intercom experience

Salary: BDT 165,000 - BDT 225,000 a month

PERKS AND BENEFITS

• Home office setup budget
• Annual salary review
• Annual learning budget
• Paid sick days

Please submit your CV in English.

Start: Immediately.

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