Manager, SMB Customer Success

We are seeking a Manager of SMB Customer Success to lead and grow our small but mighty SMB Customer Success team. This is a player-coach role for someone who has built or scaled a digital-first, tech-touch customer success motion.

Team Leadership

• Manage, coach, and develop a team of 2–3 SMB Customer Success Managers
• Hire and onboard future team members as the SMB segment grows

Digital & Scaled Motion

• Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base
• Build and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like Salesforce, HubSpot, or equivalent
• Create and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content
• Identify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments

Retention & Expansion

• Own GRR and NRR targets for the SMB segment
• Monitor customer health signals and ensure the team is proactively addressing risk before it becomes churn
• Partner with Account Managers to identify expansion and upsell opportunities within the SMB base
• Establish and track leading indicators that predict renewal outcomes 60–90 days in advance

Operations & Reporting

• Build and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and segment-level risk
• Define and track the KPIs the team is measured against, including adoption milestones, health scores, renewal rates, and response SLAs
• Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience