Client Success Manager - SMB/MM

Switchboard•Denver, CO

1d•Remote

About The Position

Switchboard Hiring is conducting interviews and managing the hiring process on behalf of a global company and established provider of AI-powered financial automation software. The Customer Success Manager – Expansion owns revenue growth within a portfolio of small and mid-sized business (SMB) and mid-market accounts. This is an expansion-focused customer success role rather than a traditional account management role centered on retention. The manager works with business professionals who are not technologists, develops deep product expertise, explains the product in clear, plain language, and identifies and closes opportunities to expand customer accounts. The position is fully remote, with occasional travel of approximately one to two times per quarter. Compensation is $100,000–$120,000 OTE, structured as a 60/40 base/variable split: $60,000–$72,000 base and $40,000–$48,000 target variable. The variable component is paid monthly and tied to account growth. A full benefits package is offered.

Requirements

Experience in customer success, account management, or sales at a B2B SaaS or similarly technical company.
A track record of growing existing accounts, not just retaining them.
Ability to build trust with non-technical audiences and make complex technology understandable.
Ability to work credibly with internal technical teams and communicate customer feedback in an actionable form.
Strong written and verbal communication skills and a warm, consultative selling style.
Experience managing SMB or mid-market account portfolios.
Ability to manage a high volume of accounts independently in a remote environment.
Comfort with carrying growth targets.

Responsibilities

Own a portfolio of SMB and mid-market customer accounts, identifying, developing, and closing upsell and cross-sell opportunities.
Drive account growth through consultative selling by uncovering unmet needs, demonstrating value, and expanding customer relationships.
Serve as the primary point of contact for assigned accounts, guiding non-technical users through onboarding, adoption, and day-to-day product usage in clear, jargon-free language.
Gather customer needs and pain points and translate them into structured, actionable feedback for internal product and technical teams.
Explain technical updates and concepts to customers in plain language.
Monitor account health and usage signals to identify growth opportunities and churn risk.
Partner with sales, support, and product teams to provide a seamless customer experience.
Develop product expertise and explain the product to customers in accessible terms.