Customer Success Manager (remote)

Customer Success Manager

Burnalong is looking for an experienced Customer Success Manager to help directly manage a portfolio of relationships with some of  our most high-value customers. We have a broad base of clients ranging from the government to banking to tech to medical to retail, spanning blue and white collar industries. 

You'll work with some of the world’s most innovative companies and HR leaders on strategies to maximize the health and wellbeing of their people while having the opportunity to help drive our long-term engagement strategies across our most important clients. That last part is important. We expect you’ll help us write the playbook. There’s a lot that we haven’t figured out yet and we believe in continuous learning and improvement.   

As you build strong relationships with our customers, you will also be able to identify opportunities to expand our product offerings and grow revenue. With your expertise and understanding of our customers' needs, you will be able to effectively communicate the value of our additional products and services and drive upsell opportunities.

Ultimately your job is about owning and communicating Burnalong’s value to our clients while also serving internally as the voice of the customer. Your success will be measured on product adoption and engagement as well as the expansion and retention of your portfolio. 

What you'll be doing:

• Serve as a trusted advisor and advocate for a portfolio of key clients

• Drive high software engagement across your customers through tailored account strategies

• Own retention and upsell for your accounts

• Effectively solve ad-hoc customer issues as needed

• Help shape future product development by being the voice of our customer 

• Be creative in helping our Burnalong community stay healthy and happy

• Represent Burnalong well – you are the public face of the company for our key accounts

• Embrace and contribute to the continued evolution of the Customer Success team

Who you are:

• Friendly, optimistic, and a good communicator with fantastic relationship-building skills

• Proven ability to manage a large volume of client relationships

• 4 years of prior account management and/or customer success experience, preferably within SaaS or health and wellness and dealing with HR organizations

• Comfortable navigating large complex organizations and experienced in having economic (renewal/expansion) conversations 

• Passionate about making customers happy

• Expertise with CRMs

• Entrepreneurial mindset, always looking for new channels and areas of growth

• Very organized and strong multi-tasker, who can easily manage multiple projects on tight deadlines while maintaining a high volume of activity

• Get things done attitude

• Equally compassionate to customers as colleagues