Senior SMB Digital Success Lead

Job Summary

Owning the Commercial SMB business, the full-time Senior SMB Digital Success Lead will build a proactive success model for onboarding, retention, and expansion of SMB customers in a remote capacity.

Key responsibilities

• Manage all aspects of the Commercial SMB business, including accounts, cases, outreach, and retention
• Develop and implement a success model that enhances onboarding and customer engagement through AI-assisted strategies
• Lead the rollout of AI agents and the SMB app, collaborating with cross-functional teams to ensure effective adoption and support

Required qualifications

• 3+ years of experience in customer success or a related customer-facing role with a focus on retention and expansion
• Proven experience in building and managing AI agents and workflows
• Strong skills in program ownership and process design, with the ability to create measurable outcomes
• Experience working cross-functionally and influencing without direct authority
• Preferred background in the commercial entertainment or FinTech sectors