Customer Success Manager

Job Summary

Working remotely, the full-time Pooled Customer Success Manager will lead onboarding, training, and renewals for a shared customer book of business, focusing on driving adoption, retention, and satisfaction within the SMB segment.

Key responsibilities

• Lead onboarding, escalations, training resource delivery, and renewals for customers
• Manage customer cases assigned via a round-robin system, ensuring timely responses and resolutions
• Collaborate with cross-functional teams to align on customer goals and provide holistic support

Required qualifications

• 1+ years in a customer-facing role, preferably in a B2B SaaS environment
• Experience using CRMs like Salesforce and automation tools
• Strong prioritization and time management skills
• Understanding of SMB customers' unique challenges
• Familiarity with sales processes and identifying upsell opportunities