Senior Customer Success Manager

About the company:

Everything runs on a single Rails app and one Postgres database, deployed on Heroku. We are a small, self-funded team building a booking app for independent salons and tattoo studios. Founded in 2004, we now have 15 employees. Most engineers work remotely and come into the office one week a quarter for planning.

Overview:

We are backfilling a position after an internal move. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. You will be the customer's main contact after the sale and their voice inside Kennedy Cloud. Our headquarters is in Brisbane, and about a third of the team works remotely from other countries. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with Sydney business hours until mid-afternoon. You will need a stable internet connection and a backup power source (UPS or inverter).

Job duties:

• Drive renewals alongside the commercial team, starting 120 days out.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Lead kickoff calls and onboarding plans with new customers.
• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.

About you:

• 5+ years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Able to learn a technical product and explain it in plain terms.

Perks and benefits:

Rate: ₹24,00,000 - ₹27,00,000 per annum

• Performance bonus.
• Co-working space stipend.
• 20 days paid time off.
• Health insurance through our employer-of-record partner.

We will only contact shortlisted applicants.

Candidates must be eligible to work in India.

Start: Immediately.

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