Senior Customer Success Manager

Cedartrack is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. The Senior Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Our team is spread across 17 countries. Headquarters is in Montreal. This is a full-time remote role. We use an employer of record in Bangladesh, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time. Good written English matters here, since most updates are written.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Report monthly on churn risk and saves.
• Document every customer touch in Salesforce.
• Recruit happy customers for references and case studies.
• Lead kickoff calls and onboarding plans with new customers.
• Coordinate with support on open tickets for your accounts.
• Monitor usage and health scores in Gainsight and act on red flags.
• Drive renewals alongside the commercial team, starting 120 days out.
• Flag expansion opportunities to the account executive or account manager.

YOU'LL NEED

• 6+ years in customer success, account management or implementation at a SaaS company.
• 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.

BONUS POINTS

• Background in healthcare, logistics or financial services customers.

PERKS AND BENEFITS

• Home office setup budget.
• Paid parental leave.
• Co-working space stipend.
• 20 days paid time off.
• Wellness allowance.

WHO WE ARE

Large incident response engagements can involve 20 or more responders working in shifts for weeks. Annual revenue from managed services has grown every year since 1995.

Start: Within 30 days.

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