Manager of SMB Customer Success

Job Summary

Leading a small team of Customer Success Managers, the full-time Manager of SMB Customer Success will design and implement a digital-first customer success strategy to drive retention and expansion for a high-volume SMB customer base in a remote setting.

Key responsibilities

• Manage, coach, and develop a team of 2-3 SMB Customer Success Managers while building a performance culture
• Design and operationalize a digital-first customer success motion that enhances adoption, retention, and expansion
• Own GRR and NRR targets, monitor customer health signals, and partner with Account Managers to identify upsell opportunities

Required qualifications

• 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment
• 1-2+ years of experience in people management, including coaching and developing Customer Success Managers
• Proven track record of building or optimizing a tech-touch or digital customer success motion
• Strong analytical skills with experience in building dashboards and making data-driven decisions
• Familiarity with customer success platforms and automation tools to drive outcomes at scale