Manager, Customer Success (SMB)

Responsibilities

• Hire, onboard, and develop a growing team of SMB Customer Success Managers
• Coach CSMs on the skills that matter most in a scaled motion: proactive outreach, data interpretation, commercial conversations, and efficient execution
• Conduct regular 1:1s, call reviews, and performance conversations — translating metrics into clear development priorities for each CSM
• Build a team culture that balances urgency, ownership, and continuous improvement
• Own and continuously improve the playbooks, workflows, and tooling that enable CSMs to manage 150 accounts each without sacrificing customer outcomes
• Define and monitor the KPIs that matter: CDR, GRR, time-to-value, adoption rates, renewal conversion, and expansion pipeline
• Use customer health data and usage analytics to build early warning systems that keep churn low and expansion high
• Partner with RevOps to ensure the team has the reporting, tooling, and automation it needs to operate at scale

Requirements

• 5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
• Experience with high-volume, scaled CS motions — you've managed teams handling large account portfolios and know what it takes to make that work operationally
• Strong data literacy: you're comfortable pulling, interpreting, and acting on usage metrics, health scores, and retention analytics — and you coach your team to do the same
• Proven track record of hitting or exceeding NRR/GRR targets as a team leader
• Experience in the sales tech or outbound sales space is strongly preferred — you understand the world your customers operate in
• Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero, or similar) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
• Excellent communicator — you can adapt from a coaching conversation with a direct report to a C-suite escalation call without breaking stride
• A builder mentality: you're energized by creating structure where there isn't any, and you've shipped playbooks, processes, or programs that outlasted your direct involvement
• Comfortable operating in a fast-paced, early-stage environment where priorities evolve and the playbook is still being written