Enterprise Customer Success Manager

Most work comes in through ConnectWise tickets, with a dispatch board for onsite visits. We started in 2012 and have grown to about 100 people. Lunch is usually whatever is closest to the client site.

Yarrowhall IT is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. This role is fully remote within the UK. Standard office hours, Monday to Friday, with flexibility around them.

Duties

• Coordinate with support on open tickets for your accounts
• Recruit happy customers for references and case studies
• Drive renewals alongside the commercial team, starting 120 days out
• Report monthly on churn risk and saves
• Document every customer touch in Salesforce
• Own a portfolio of 30 to 50 accounts and their overall health
• Lead kickoff calls and onboarding plans with new customers
• Run quarterly business reviews with customer stakeholders

Qualifications

• 5+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Organised across many accounts at once
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Working knowledge of Salesforce
• Comfortable presenting to directors and VPs

What we offer

• Company pension
• 28 days annual leave including bank holidays
• Annual bonus

We are committed to equality, diversity and inclusion, and we welcome applications from everyone.

Unfortunately we cannot offer visa sponsorship for this role.

Successful applicants will be contacted within a week of the closing date.

Start: Flexible.

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