Customer Success Manager, SMB

The Role

What You’ll Be Doing:

Implementation & Training

• Manage a portfolio of fast-growing customers, guiding them through a smooth and successful onboarding experience.
• Coordinate implementation milestones—including kickoff, product training, data migration, and rollout planning—to ensure customers are set up for long-term success.
• Facilitate enablement sessions and assist customers in identifying and solving for their unique use cases.
• Support early calibration and alignment sessions to ensure customer goals and success criteria are well defined.

Success Management & Renewals

• Own the customer relationship post-sale, including renewals and expansion for your book of business.
• Monitor customer health, product usage, and engagement to proactively identify risks and expansion opportunities.
• Conduct business reviews focused on outcomes, adoption, and ROI.
• Act as a trusted advisor by combining strong product knowledge with an understanding of SMB customer needs and constraints.
• Proactively address issues or blockers by partnering with internal teams to resolve them quickly and effectively.

Scaled Customer Success Motions

• Help design, execute, and iterate on scalable CS programs, including 1:many webinars, email nurture campaigns, and self-serve enablement resources.
• Contribute to the development of repeatable playbooks and processes that improve efficiency across both SMB and the broader Customer Success organization. 
• Partner with cross-functional teams (Sales, Marketing, Product, Support) to improve the SMB customer journey. 
• Represent the SMB customer voice internally to inform product improvements, messaging, and go-to-market strategy.

Requirements

Must-Haves

• 2–4+ years of experience in SMB Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company
• Experience managing a high-volume customer portfolio with a focus on adoption and retention
• Comfort owning renewal and expansion goals
• Proven ability to lead customers through onboarding and deliver effective end-user training
• Strong customer-first mindset with the ability to build consultative relationships and influence outcomes
• Excellent written and verbal communication skills, including clear and concise customer-facing messaging
• Highly organized and adaptable 

Nice-to-Haves

• Experience designing or supporting scaled Customer Success programs (e.g., 1:many webinars, email nurture campaigns, and self-serve enablement resources) 
• Familiarity with technical hiring, talent acquisition, or developer tools
• Experience working with TA, HR, or engineering stakeholders