Customer Success Manager

Job Summary

A company is looking for a Manager of Customer Success for the SMB segment.

Key Responsibilities

• Design and refine a digital-first customer journey with automated triggers and community-led programming
• Accountable for retention, health scores, and expansion revenue across the SMB portfolio
• Manage and coach a team of CSMs to ensure high standards for customer outcomes

Required Qualifications

• 3+ years of experience in Customer Success or Account Management within a SaaS environment
• 2+ years of people leadership experience with a track record of developing high-performing teams
• Experience managing high-volume customer engagement strategies, including automation and digital campaigns
• Strong understanding of customer journey mapping and lifecycle management
• Ability to use customer data to prioritize outreach and manage risk effectively