SMB Customer Success Manager
Manages onboarding, adoption, retention, and expansion for a high-volume portfolio of SMB and self-service SaaS customers. The role requires 1–3 years of customer-facing experience, strong data-driven judgment, and familiarity with Salesforce and customer success platforms.
About the job
Responsibilities
- Manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR using a tiered engagement model.
- Serve as the primary contact across onboarding, adoption, value realization, renewal, and expansion.
- Deliver scalable enablement programs, including onboarding sequences, training, office hours, webinars, and self-service content.
- Monitor customer health, usage, and engagement signals; prioritize outreach and execute retention plays.
- Build and maintain automated health scoring, risk alerts, and renewal triggers.
- Help customers quantify product value through usage insights, adoption milestones, and business outcomes.
- Identify self-service customers for conversion into committed customers.
- Partner with Sales on expansion, upgrades, and renewals.
- Help shape the scaled customer success strategy.
- Advocate for customers with Support, Product, and Marketing.
- Track scaled-program KPIs, analyze performance, and recommend improvements.
Requirements
- 1–3 years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
- Experience with a high-volume or scaled portfolio and retention outcomes.
- Ability to balance personalized engagement with scalable program execution.
- Comfort using data to prioritize outreach, diagnose account health, identify usage trends, and uncover expansion signals.
- Ability to build stakeholder relationships and influence business outcomes.
- Strong communication, presentation, and problem-solving skills.
- Experience with Salesforce and customer success platforms such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero.
Nice-to-Haves
- Interest in applying AI to customer success workflows.
- Experience with Zapier, Workato, n8n, SQL, or spreadsheet modeling.
Compensation & Benefits
- Base salary: $60,000–$70,000.
- Equity compensation aligned with impact and company growth.
- Employer-sponsored medical, dental, and vision insurance.
- Health, flexible spending, and dependent care accounts.
- Life, AD&D, accident, and long-term disability coverage.
- 401(k) with a 3% company match.
- Flexible vacation policy and paid company holidays.
- Paid parental leave.
- Work-from-home equipment stipend.
- $1,000 annual learning and growth budget.
- $1,000 annual charitable donation matching.
- Team lunch three times per week.
Skills
Salesforce, Vitally, Gainsight, Catalyst, Totango, Churnzero, Customer Success, Account Management, SaaS, AI, Zapier, Workato, n8n, SQL, Spreadsheet Modeling
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