Customer Success Manager, Tiered SMB

As a Tiered SMB Customer Success Manager, your mission will be to build strong relationships with our small and medium-sized business customers, ensuring they achieve maximum value from our products while fostering a collaborative and proactive approach to their success. This is a fantastic opportunity for someone who thrives in a fast-paced environment, is eager to learn, and enjoys working cross-functionally to solve problems and create impactful solutions. If you’re passionate about making a difference, curious to explore new ways to serve our clients, driven to generate revenue, and excited to be part of a high-energy team, we want to hear from you.

• Drive user engagement and maximize product adoption through proactive renewal strategies
• Proactively share relevant resources and insights to help customers maximize value, increase engagement, mitigate risk, and drive growth
• Manage customer lifecycle from onboarding through renewal for small and emerging accounts
• Utilize CRM tools such as Salesforce to manage and prioritize tasks and workflows
• Support and re-engage customers who miss key milestones
• Collaborate across teams (sales, support, product, marketing) to ensure a smooth journey and that we have the right content in place to support this segment at scale
• Develop a deep understanding of customers' business and operational objectives
• Help drive early adoption, capturing and achieving KPIs and success metrics for ROI

• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) 
• Achievement of upsell and expansion goals 
• Efficiency improvements in processes to enhance SMB customer retention 
• Overall account health and engagement metrics

• 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
• Proven ability to manage a high volume of tasks or customers while staying organized and efficient
• Experience using CRMs like Salesforce and automation tools to streamline work
• Exceptional prioritization and time management skills
• Strong, empathetic communication, with an understanding of SMB customers’ unique challenges
• Positive, collaborative mindset, with the ability to navigate complex situations and adapt to change
• Commitment to quality, even when performing repetitive tasks
• Familiarity with sales processes or identifying upsell opportunities

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team
• A video interview with the Hiring Manager
• Skills assessment (2 hours max) 
• Peer/Panel interviews with several teammates
• Final call(s) with executive team member(s) 

In the US, the base salary for this role is $65,000 with $80,0000+ OTE. Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.