Customer Success Manager, Tiered SMB
Skills
- Experience in customer-facing roles such as customer success, support, or sales in B2B SaaS
- Ability to manage high volume of tasks/customers with organization and efficiency
- Proficiency with CRMs like Salesforce and automation tools
- Exceptional prioritization and time management
- Strong empathetic communication and understanding of SMB challenges
- Positive, collaborative mindset with adaptability to change
- Commitment to quality and detail-oriented execution
- Familiarity with sales processes and upsell identification
Responsibilities
- Drive user engagement and maximize product adoption through proactive renewal strategies
- Share relevant resources and insights to help customers maximize value and mitigate risks
- Manage customer lifecycle from onboarding through renewal for SMB accounts
- Utilize CRM tools such as Salesforce to manage and prioritize tasks and workflows
- Support and re-engage customers missing key milestones
- Collaborate across sales, support, product, and marketing teams to ensure smooth customer journeys
- Develop a deep understanding of customers' business and operational objectives
- Drive early adoption and track KPIs and success metrics for ROI
Education
- High school diploma or equivalent minimum
- Preferred: Bachelor’s degree in business, communications, or related field
Benefits
- Fully distributed remote work with permanent remote setup
- Home office stipend, phone/internet reimbursement, coworking membership
- Transparent, competitive geo-neutral compensation in the U.S.
- 401(k) with employer contributions and equity opportunities
- Comprehensive medical, dental, vision, disability, and life insurance
- 100% premium coverage for individuals on high-deductible plans
- 24/7 Virtual Care and Employee Assistance Program
- Employer-funded HSA contributions and pre-tax benefits
- Quarterly wellness stipend and free Headspace subscription
- 4+ weeks PTO, paid sick and mental health days, 13 paid holidays
- Up to 16 weeks fully paid parental leave
- Transparent internal mobility, bi-annual reviews, training opportunities
- Commitment to equity and inclusive, customer-first culture
Average salary estimate
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