Account Success Manager, SMB

Crossbeam•Boston, MA

1d•Remote

About The Position

Our SMB Account Success Managers are the backbone of our customer base — keeping our smallest-but-mighty customers healthy, growing, and seeing real value from ecosystem-led growth. We're looking for an organized, customer-obsessed ASM to own a high-volume book of SMB accounts, reduce churn, and find the right moments to expand. You'll need to know your accounts well enough to spot gaps before they become problems and be operational enough to act on all of them. That includes building better systems, increasing leverage, and using AI to raise the quality and speed of execution.

Requirements

2+ year of experience in a B2B SaaS Sales or Customer Success role with a track record of success managing renewals or expansion opportunities
Exceptional organization and process discipline — you know where every account stands at any given time
Strong objection handling skills; you can turn a hard conversation into a path forward
Ability to operate with clarity under ambiguity and move fast when it matters
A customer-first mindset with a collaborative, solutions-oriented approach
Clear, professional written and verbal communication

Nice To Haves

Take ownership without waiting for permission.
Ask “what’s actually needed?” instead of defaulting to precedent.
Use AI as leverage to clarify thinking, improve communication, synthesize information, and accelerate execution.
Actively seek out and act on feedback to raise your own bar
Dig until you understand the real problem, not just the surface request.
Make those around you more effective.

Responsibilities

Own the retention and expansion strategy for 45+ SMB accounts (companies under 250 employees) post-sale through renewal from start to finish
Proactively engage customers ahead of renewals, when they need support, or when buying signals point to an upsell opportunity
Identify gaps in customer adoption and value realization — then fix them
Partner closely with Finance, RevOps, and Go-To-Market teams to deliver a consistent, positive customer experience and ensure accounts are set up for success
Use AI and automation thoughtfully to improve output, not replace judgment