Senior Customer Success Manager

More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts. Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We started in 1996 and have grown to about 71,100 people.

Position summary:

We are adding headcount to this team, so this is a new seat. Success in this role is measured on gross retention, product adoption and account health scores. Our team is spread across 6 countries. Headquarters is in Seoul. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. Hours are flexible, with one short team call each morning. You will need a stable internet connection and a backup power source (UPS or inverter).

What you'll be doing:

• Lead kickoff calls and onboarding plans with new customers
• Flag expansion opportunities to the account executive or account manager
• Coordinate with support on open tickets for your accounts
• Monitor usage and health scores in Gainsight and act on red flags
• Create help centre articles when the same question keeps coming up

What you need:

• 5-7 years in customer success, account management or implementation at a SaaS company
• Comfortable presenting to directors and VPs
• Experience managing renewals or retention targets
• Able to learn a technical product and explain it in plain terms
• Bachelor's degree or equivalent experience

Preferred qualifications:

• SQL or Looker for pulling your own account data
• Zendesk or Intercom experience
• Background in healthcare, logistics or financial services customers

Compensation and benefits:

• Two weeks of paid leave at year end
• Co-working space stipend
• Paid parental leave

We may close this posting early once we have enough applications.

Only shortlisted candidates will be contacted.

Start: Immediately.

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