Customer Success Manager, SMB
Manages a large SMB customer portfolio through onboarding, adoption, support, renewals, and expansion while using customer data to improve outcomes. Requires B2B SaaS customer-success and sales-domain experience, strong communication, and familiarity with sales engagement tools.
About the job
Responsibilities
- Manage a portfolio of 150 SMB accounts, maximizing customer impact and value.
- Onboard new customers and integrate Nooks into their sales processes.
- Analyze usage and customer-health metrics to identify adoption challenges and proactively address them.
- Lead upsell conversations when product features can provide additional value.
- Assist with technical support for customers as needed.
- Develop scalable customer-success and retention processes.
- Represent SMB customer needs internally and provide product feedback.
Requirements
- 1+ year of SDR experience.
- 1+ year of customer onboarding and support experience with a B2B SaaS tool.
- Sales-domain expertise and experience working with sales or sales-development stakeholders.
- B2B SaaS customer-success experience managing a portfolio of 100+ accounts and a successful renewals track record preferred.
- Hands-on experience with a sales engagement platform such as Outreach, Salesloft, or HubSpot.
- Familiarity with the sales technology stack.
- Comfort with data analytics and using data to identify customer challenges proactively.
- Excellent written and verbal communication skills.
- Self-starter who can learn and work with rapidly changing SaaS products.
- Demonstrated ownership, cross-functional collaboration, and adaptability in a dynamic environment.
Compensation and Benefits
- Annual compensation of $120,000–$130,000.
- Equity, generous perks, and comprehensive benefits.
Skills
B2B SaaS, Customer Onboarding, Technical Support, Data Analytics, Customer Health Metrics, Sales Engagement Platforms, Outreach, Salesloft, HubSpot, Sales Technology, Upselling, Renewals
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