Enterprise Customer Success Manager

About us

Wickfield Cloud is a 36-person software shop in Fort Worth. The founders still answer support tickets. Two developers, a designer and a support lead make up most of the company, so everyone touches the product.

About the role

Our Fort Worth team is growing and we are hiring an Enterprise Customer Success Manager. Success in this role is measured on gross retention, product adoption and account health scores. This role is remote. You need a reliable internet connection and somewhere quiet to work.

What you'll do

• Escalate product bugs and feature requests through Jira with clear context
• Lead kickoff calls and onboarding plans with new customers
• Document every customer touch in Salesforce
• Report monthly on churn risk and saves
• Drive renewals alongside the commercial team, starting 120 days out
• Monitor usage and health scores in Gainsight and act on red flags
• Own a portfolio of 30 to 50 accounts and their overall health

You might be a good fit if you

• 7+ years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Organized across many accounts at once
• Able to learn a technical product and explain it in plain terms

Bonus points

• Background in healthcare, logistics or financial services customers
• Experience with usage-based pricing

Perks and benefits

Salary range: $116,000 - $134,000 annually

• Medical, dental and vision insurance
• 401(k) with a 100% match up to 5%
• Three weeks of PTO to start
• Dental insurance

Start: Immediately.

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