SMB Customer Success Manager

Job Summary

Supporting early-stage customers remotely, the full-time SMB Customer Success Manager will create onboarding materials, assist with customer inquiries, and manage medium to large projects to enhance customer engagement and retention.

Key responsibilities

• Create high-quality onboarding materials and documentation for customers
• Serve as the main point of contact for a portfolio of customers, addressing inquiries via email and calls
• Manage and execute projects that improve customer engagement and retention strategies

Required qualifications

• Minimum of 2 years of experience in customer success, account management, or program management
• Experience with complex, rapidly evolving products such as Zapier, HubSpot, or Acuity Scheduling
• Proven ability to define problem scopes and create comprehensive solutions
• Strong written and verbal communication skills with diverse user groups
• Curiosity and a proactive approach to improving workflows and customer solutions