Senior Customer Success Manager

Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites. Enterprise clients outsource service desk, end-user support and data centre operations to us under multi-year contracts. Company vehicles are provided for techs who drive to client sites.

Mohawk Valley Technology Group is looking for a Senior Customer Success Manager to join a small, steady team. 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. The company is based in New York City, the US. The team is distributed across several countries. We hire in Sweden through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities:

• Own a portfolio of 30 to 50 accounts and their overall health.
• Drive renewals alongside the commercial team, starting 120 days out.
• Flag expansion opportunities to the account executive or account manager.
• Monitor usage and health scores in Gainsight and act on red flags.
• Lead kickoff calls and onboarding plans with new customers.
• Run quarterly business reviews with customer stakeholders.
• Escalate product bugs and feature requests through Jira with clear context.

Required qualifications:

• 5+ years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Comfortable presenting to directors and VPs.
• Calm under pressure when a customer is angry.
• Organised across many accounts at once.

Benefits:

SEK 53,000 - SEK 72,000/month

• Performance bonus.
• Monthly internet allowance.
• Paid sick days.
• Paid parental leave.
• Flexible hours.
• Home office setup budget.
• Annual learning budget.

Please submit your CV in English.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Mohawk Valley Technology Group.