Senior Customer Success Manager

We process billions of card transactions a year for merchants, banks and software platforms. Headquartered in Jerusalem, the company runs operations centres in Jerusalem District and two other locations.

The position

Parcelway is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. We engage team members in Switzerland as full-time contractors. Most of our contractors have been with us for more than two years. We keep meetings to a minimum and work mostly async. You will write a lot of updates, so clear written English is important.

Day to day

• Create help centre articles when the same question keeps coming up
• Flag expansion opportunities to the account executive or account manager
• Run quarterly business reviews with customer stakeholders
• Recruit happy customers for references and case studies
• Own a portfolio of 30 to 50 accounts and their overall health
• Report monthly on churn risk and saves
• Build success plans with measurable goals for each account

What you need

• 5+ years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Experience managing renewals or retention targets

Nice to have

• Zendesk or Intercom experience
• SQL or Looker for pulling your own account data

CHF 550 - CHF 725 per day

Perks and benefits

• Monthly payments via wire transfer or Wise
• Company laptop
• Flexible hours
• Paid time off

Duration: 12 months. Start: Within 30 days.

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