Enterprise Customer Success Manager

The company:

The psychiatric team includes psychiatrists and psychiatric nurse practitioners who handle medication management. Our community mental health centre offers crisis services, case management, psychiatry and therapy. We started in 1978 and have grown to about 60 people.

The role:

Riverside Counseling Centre has an opening for an Enterprise Customer Success Manager. Success in this role is measured on gross retention, product adoption and account health scores. The company is based in Kent, the US. Our team works from several countries. We hire in the UK through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. You will need at least 3 hours of overlap with US Pacific time. Most communication happens in Slack, with short video calls when needed.

Your responsibilities:

Build success plans with measurable goals for each account. Create help centre articles when the same question keeps coming up. Report monthly on churn risk and saves. Escalate product bugs and feature requests through Jira with clear context. Own a portfolio of 30 to 50 accounts and their overall health.

What we're looking for:

6+ years in customer success, account management or implementation at a SaaS company. Able to learn a technical product and explain it in plain terms. Working knowledge of Salesforce. Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Calm under pressure when a customer is angry. Organised across many accounts at once.

Compensation and benefits:

Salary range: £60,000-£79,000 pa

Annual salary review. 20 days paid time off. Company laptop. Paid sick days. Public holidays observed per your country. Flexible hours.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Riverside Counseling Center, LLC.