Senior Customer Success Manager - Remote

About Great Lakes Cloud

Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software. Laptops are MacBook Pros, and you pick your own editor.

About the role

The Senior Customer Success Manager - Remote owns post-sale relationships for a book of software customers, from onboarding through renewal.

What you'll work on

• Monitor usage and health scores in Gainsight and act on red flags
• Recruit happy customers for references and case studies
• Lead kickoff calls and onboarding plans with new customers
• Document every customer touch in Salesforce
• Run quarterly business reviews with customer stakeholders
• Build success plans with measurable goals for each account
• Drive renewals alongside the commercial team, starting 120 days out

About you

• 7+ years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Experience managing renewals or retention targets

Desirable

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

Pay and benefits

• Health insurance
• 401(k) with company match
• Paid holidays
• Flexible schedule
• Employee assistance program

Start: Immediately.

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