Senior Customer Success Manager

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. Headquartered in Sydney since 2006, the company now sells in 40 countries and supports customers in 11 languages. We started in 2006 and have grown to about 590 people. Most engineers work remotely and come into the office one week a quarter for planning.

Job summary

You will be the customer's main contact after the sale and their voice inside Galestead Data. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement. Core hours overlap with Sydney business hours until mid-afternoon. We use Slack, Notion and Google Meet. Cameras on for team calls.

Main duties

• Document every customer touch in Salesforce
• Drive renewals alongside the commercial team, starting 120 days out
• Coordinate with support on open tickets for your accounts
• Lead kickoff calls and onboarding plans with new customers
• Recruit happy customers for references and case studies
• Build success plans with measurable goals for each account

What you need

• Working knowledge of Salesforce
• Experience managing renewals or retention targets
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Calm under pressure when a customer is angry

Nice to have

• Background in healthcare, logistics or financial services customers
• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing
• SQL or Looker for pulling your own account data

The salary range for this role is $105,000 - $123,000 per year. This range reflects base salary only.

What you get

• Paid sick days
• Annual learning budget
• Performance bonus
• Company laptop

Galestead Data is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Please include a short note on why this role interests you.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Galestead Data Pty Ltd.