Manager of Customer Success
Job Summary
Driving retention and expansion for SMB clients, the full-time Manager of Customer Success will lead a team of Customer Success Managers, focusing on onboarding, adoption, and analytics while working remotely.
Key responsibilities
- Own SMB net revenue retention and churn reduction through strategic initiatives and risk detection systems
- Hire, coach, and develop a team of SMB Customer Success Managers, fostering a culture of accountability and growth
- Streamline onboarding processes to ensure quick activation and maximize product adoption across new clinics
Required qualifications
- 5+ years in customer success or account management within SMB-focused SaaS, including 2+ years in a management role
- Proven experience in reducing churn and improving onboarding metrics through data-driven processes
- Strong analytical skills with the ability to write SQL and interpret data dashboards
- Hands-on experience with AI tools and automation to enhance customer success workflows
- Familiarity with CRM and customer success tools such as Salesforce or Gainsight
Complete Job Description
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