SMB Customer Success Manager

Responsibilities

• Create onboarding materials, documentation, and e-webinars that help SMB customers adopt the product independently.
• Assist customers through email and customer calls according to service-level agreements.
• Own a pooled book of SMB customers as the primary point of contact through a shared inbox and scheduled calls.
• Lead medium and large projects supporting team operations and customer outcomes.
• Build in-app onboarding experiences, webinar programs, recorded content, and retention best practices.
• Partner with customers over the long term to encourage product best practices and revenue retention.
• Identify outdated processes and propose more effective alternatives.

Requirements

• At least 2 years of full-time experience as an SMB Customer Success Manager, Account Manager, or Program Manager.
• 2+ years of customer-facing experience supporting a complex, rapidly evolving product.
• Ability to become a subject-matter and product expert and help customers solve complex challenges.
• Strong independent and collaborative problem-solving, scope definition, and solution design skills.
• Keen attention to detail and the ability to provide thorough, clear, and empathetic responses.
• Strong written and verbal communication skills with diverse user groups.
• Curiosity and willingness to investigate customer use cases and improve workflows.
• Comfort managing projects alongside customer interactions.
• Willingness to speak up and act on process improvements.

Benefits and Compensation

• Salary range of $80,000–$138,000 per year.
• 10-year exercise window for stock options.
• Unlimited paid time off, with four weeks recommended annually.
• Twelve weeks of fully paid family leave in the US.
• Equipment, software, and office furniture budget.
• $100 monthly education budget, with conferences covered by manager approval.
• US health insurance premiums covered for employees and dependents.