# SMB Customer Success Manager

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $138k/yr
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Program Management, Customer Onboarding, Customer Retention, Problem Solving, Project Management, Written Communication, Verbal Communication, Amplitude
**Posted:** 2026-09-11

> Own pooled SMB customer relationships through onboarding, support, education, and retention initiatives. The role requires at least two years of customer-facing experience with complex products, strong communication and problem-solving skills, and comfort leading operational projects.

## Job Description

## 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- Identify outdated processes and propose more effective alternatives.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.

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