Enterprise Customer Success Manager (Remote)

Blue Ridge Bank & Trust is a regional bank with over 200 branches and 670 employees across New York. Operations centres in New York City and two other cities handle deposits, card services and loan servicing. Banking holidays are paid days off.

Role overview:

We are backfilling a position after an internal move. Success in this role is measured on gross retention, product adoption and account health scores. Our headquarters is in New York City, and about a third of the team works remotely from other countries. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 4 hours of overlap with US Eastern time. We send you a laptop and the accessories you need on day one.

Responsibilities:

Own a portfolio of 30 to 50 accounts and their overall health. Flag expansion opportunities to the account executive or account manager. Escalate product bugs and feature requests through Jira with clear context. Build success plans with measurable goals for each account. Monitor usage and health scores in Gainsight and act on red flags. Report monthly on churn risk and saves.

Minimum qualifications:

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

Preferred qualifications:

Certified Customer Success Manager (CCSM) or similar. Prior implementation or onboarding role. Zendesk or Intercom experience. Background in healthcare, logistics or financial services customers.

Compensation: $1,150 - $1,500 per month

What we offer:

Paid in USD. Annual rate review. Paid time off.

Include your expected salary and earliest start date with your application.

Duration: 12 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Blue Ridge Bank & Trust.