Manager, Customer Success

Who we are

Customers use our platform to manage equipment rentals: reservations, check-out, damage photos, invoicing and QuickBooks sync. The product is a mobile app plus a React web dashboard, with a Python and PostgreSQL backend on AWS.

What this job is

You will be the customer's main contact after the sale and their voice inside Thomas Technologies. Contract role, full-time hours, paid in USD at the end of each month. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

What you'll do

• Document every customer touch in Salesforce.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Monitor usage and health scores in Gainsight and act on red flags.
• Recruit happy customers for references and case studies.
• Drive renewals alongside the commercial team, starting 120 days out.
• Coordinate with support on open tickets for your accounts.

About you

• 8+ years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.

Bonus points

• SQL or Looker for pulling your own account data.
• Prior implementation or onboarding role.
• Background in healthcare, logistics or financial services customers.

Benefits

• Monthly internet allowance.
• Paid in USD.
• Flexible hours.

Please include your notice period and salary expectations.

Duration: 12 months. Start: Immediately.

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