Senior Customer Success Manager

About us:

Typical projects include office moves, server migrations to Azure, and replacing aging switches and access points. Most work comes in through ConnectWise tickets, with a dispatch board for onsite visits.

What this job is:

We need a Senior Customer Success Manager. This is a full-time position based in Henderson, Nevada. Success in this role is measured on gross retention, product adoption and account health scores. 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. Remote within the US. We meet in person once or twice a year.

What you'll work on:

• Drive renewals alongside the commercial team, starting 120 days out.
• Escalate product bugs and feature requests through Jira with clear context.
• Flag expansion opportunities to the account executive or account manager.
• Coordinate with support on open tickets for your accounts.
• Recruit happy customers for references and case studies.

About you:

• 5-7 years in customer success, account management or implementation at a SaaS company.
• Experience managing renewals or retention targets.
• Able to learn a technical product and explain it in plain terms.

Desirable:

• Zendesk or Intercom experience.
• Experience with usage-based pricing.
• Background in healthcare, logistics or financial services customers.

Why work with us:

Pay range: $110,000-$128,000 a year. Final offer will depend on experience.

• Health, dental and vision coverage starting on day one.
• 401(k) with a 100% match up to 5%.
• Paid sick leave.

Agencies: please do not contact us about this role.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Miami Valley Computer Services, LLC.