Customer Success Manager, SMB

We are looking for a highly motivated, data-driven SMB Customer Success Manager to be on a team that oversees a large portfolio of customers through a scaled, tech-enabled engagement model. In this role, you will drive product adoption, maintain strong customer satisfaction, reduce churn risk, and uncover expansion opportunities across a wide customer base through proactive interactions.

Responsibilities

• Collaborate within a team to support and engage a broad portfolio of SMB customers through scalable, tech-enabled touchpoints, serving as a trusted advisor and central resource across the customer base.
• Handle customer interactions within a queue-based ticketing system, managing a mix of reactive customer inquiries and proactive engagement efforts.
• Understand and align with customers' business objectives, providing guidance on how Workiz can best support their goals.
• Proactively engage with customers to understand their needs, identify areas for improvement, and recommend solutions to optimize their experience.
• Collaborate with cross-functional teams, including Onboarding, Product, and Support, to address customer needs, resolve issues, and drive customer satisfaction.
• Identify and capitalize on upsell and expansion opportunities within existing accounts.
• Serve as an escalation point for customer issues and concerns, providing timely and effective resolution while maintaining a high level of customer satisfaction.
• Stay up-to-date with industry trends, best practices, and competitor activities to provide valuable insights and recommendations to customers.
• Analyze customer usage patterns and behaviors to identify at-risk accounts and develop targeted retention plans to mitigate churn.

This is a hybrid role working 3 days in office/2 days remote and is open to candidates in the Austin area only.

• 2+ years of Customer Success experience, preferably in a SaaS environment.
• Strong experience and proficiency in working with Customer Relationship Management (CRM) software, preferably HubSpot.
• Exceptional multitasking abilities, time management skills, and effective communication (both verbal and written).
• Demonstrated success in building rapport with customers across different levels, primarily through email and phone interactions.
• Strong work ethic and adaptability to thrive in rapidly changing environments.
• This role requires a high degree of flexibility, supporting multiple teams and functions as needed. It demands adaptability, cross-functional collaboration, and the ability to pivot between responsibilities to meet evolving business needs.