Senior Customer Success Manager

About us

Our designers write, storyboard, build and test their own courses. Everyone reviews everyone else's work before it goes to the client. Style guide reviews are part of every project.

About the role

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 Robinson Courses. Remote position. Most of the team is in Houston, but nobody is required to come in.

Day to day

• Run quarterly business reviews with customer stakeholders.
• Escalate product bugs and feature requests through Jira with clear context.
• Monitor usage and health scores in Gainsight and act on red flags.
• Coordinate with support on open tickets for your accounts.
• Recruit happy customers for references and case studies.
• Report monthly on churn risk and saves.
• Create help center articles when the same question keeps coming up.

What you bring

• 6+ years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Calm under pressure when a customer is angry.

Bonus points

• Background in healthcare, logistics or financial services customers.

Compensation and benefits

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid holidays.
• Employee assistance program.
• Gym membership reimbursement.
• Flexible schedule.
• 401(k) with 4% match.

We review applications on a rolling basis.

Start: Within 30 days.

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