Customer Success Manager, SMB

What we're looking for

• 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology
• Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs
• Experience managing SMB accounts and supporting renewal processes
• Demonstrated ability to identify upsell opportunities and collaborate with Sales on expansion strategy

Advanced Skills & Competencies

• Account lifecycle management, stakeholder engagement, and structured success planning with strong attention to renewal timelines and adoption metrics
• Ability to build trusted relationships with technical and operational stakeholders
• Strong written and verbal communication skills across email, executive updates, and collaboration platforms (e.g., Slack, Zoom), with the ability to simplify technical concepts for diverse audiences
• Operational rigor in CRM hygiene, forecasting inputs, and health tracking; proficiency in Salesforce, Gainsight (or equivalent), and modern productivity tools
• Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices
• Ability to leverage AI tools to enhance research, summarize customer insights, and improve workflow efficiency
• Collaborative, coachable, and adaptable in a fast-paced, remote environment

What you can expect

Manage Your Book of Business

• Manage a portfolio of SMB customers (typically 101–500 employees)
• Develop and execute Success Plans aligned to customer objectives and security goals
• Maintain a clear understanding of customer structure, use cases, and renewal timelines
• Build strong relationships with IT leaders, security champions, and key decision-makers

Drive Adoption & Value Realization

• Lead executive business reviews, success check-ins, and lifecycle engagements
• Increase product activation, feature adoption, and engagement across assigned accounts by focusing on business outcomes
• Provide prescriptive guidance aligned to password security and Identity & Access Management best practices
• Translate product capabilities into relevant business value for customer stakeholders

Support Revenue Retention & Growth

• Own gross and net revenue retention across your portfolio
• Identify expansion opportunities and partner with Account Executives to progress upsell motions
• Proactively monitor account health and mitigate customer risks through structured engagement and proactive planning

Operate with Discipline

• Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight
• Follow defined outreach cadences and engagement workflows
• Surface customer feedback, feature requests, and risk indicators to internal teams

Collaborate Cross-Functionally

• Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement
• Act as the voice of the customer internally to support product and process improvements
• Contribute to team metrics including NPS, activation, retention, and operational performance