Senior Customer Success Manager

About Harborline Labs

Customers use our platform to manage equipment rentals: reservations, check-out, damage photos, invoicing and QuickBooks sync. Most of what we build is back-office software for property managers, including lease tracking, work orders and tenant payments. We started in 1989 and have grown to about 130 people.

About the role

We are backfilling a position after an internal move. The Senior Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Harborline Labs is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. 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 work Dubai business hours, Monday to Friday. Please make sure you have dependable internet and backup power.

What you'll work on

• Run quarterly business reviews with customer stakeholders
• Drive renewals alongside the commercial team, starting 120 days out
• Own a portfolio of 30 to 50 accounts and their overall health
• Document every customer touch in Salesforce
• Escalate product bugs and feature requests through Jira with clear context

What you bring

• 6+ years in customer success, account management or implementation at a SaaS company
• Experience managing renewals or retention targets
• Calm under pressure when a customer is angry
• Organised across many accounts at once

Desirable

• SQL or Looker for pulling your own account data
• Experience with usage-based pricing

Perks and benefits

• Paid sick days
• Flexible hours
• Health insurance through our employer-of-record partner
• Annual learning budget
• Monthly internet allowance

Start: Immediately.

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