Manager, Customer Success

Regional offices in London and five other cities support agents and policyholders. Catastrophe teams deploy adjusters within days of a major storm. Founded in 1988, we now have 4,900 employees. Most of the office has been here more than ten years.

Role overview

The Manager, Customer Success owns post-sale relationships for a book of software customers, from onboarding through renewal. Our team is spread across 17 countries. Headquarters is in London. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours are 10:00 AM to 4:00 PM UK time. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll do

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

What you need

• 7+ years in customer success, account management or implementation at a SaaS company.
• Organised across many accounts at once.
• Comfortable presenting to directors and VPs.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Able to learn a technical product and explain it in plain terms.

Nice to have

• Experience with usage-based pricing.
• Background in healthcare, logistics or financial services customers.
• Prior implementation or onboarding role.
• Zendesk or Intercom experience.

Rate: $5,000 - $5,800 monthly

Perks and benefits

• Flexible hours.
• Annual rate review.
• Company laptop.
• Monthly internet allowance.

Tell us your notice period and what salary you are looking for.

Duration: 6 months. Start: Immediately.

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