Customer Success Specialist, SMB

What You'll Do

• Work out of a shared Success inbox to deliver fast, high-quality responses to SMB customers across onboarding, risk, renewal, and expansion touchpoints.
• Run onboarding engagements that get customers to value quickly and set up habits that stick.
• Track risk signals across a broad account base and act on them before they become churn.
• Qualify and hand off expansion opportunities, contributing directly to CQL targets.
• Help run and iterate on one-to-many webinar programs that serve the broader SMB and Enterprise customer base.
• Experiment with AI tools including ChatGPT and Copilot to reduce manual work in renewal and risk processes and improve how the team operates at scale.

What We're Looking For

• 6 months to 2 years in Customer Success or a customer-facing role, with a track record of high performance relative to the expectations of that environment.
• Can context-switch across hundreds of accounts without losing the thread — organized, detail-oriented, and proactive about follow-through.
• Comfortable presenting to a live webinar audience and running one-to-one customer conversations with equal confidence.
• Brings a pattern-recognition mindset to scaled programs — looks across accounts for signals, not just at individual tickets.
• Actively uses AI tools to work more efficiently and is curious about where automation can do more.
• Coachable, feedback-seeking, and energized by team goals rather than just individual ones.