Client Success Manager - SMB/MM

Switchboard•Denver, CO

2d•$100,000 - $120,000•Remote

About The Position

Switchboard Hiring is conducting interviews and managing the hiring process for this role 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 role, rather than a traditional account management position focused primarily on retention. The role serves business professionals who rely on the manager to understand the product, explain it in plain language, and help them discover additional value. Customer conversations are opportunities to grow accounts, and the manager is expected to identify, pursue, and close those opportunities. The position is fully remote, with occasional travel approximately one to two times per quarter. Compensation is $100,000–$120,000 OTE, with a 60/40 base/variable split: $60,000–$72,000 base plus $40,000–$48,000 target variable. The variable component is paid monthly and tied to account growth. A full benefits package and an opportunity to grow with a global company are offered.

Requirements

Track record of growing existing accounts, in addition to retaining them.
Experience in customer success, account management, or sales at a B2B SaaS or similarly technical company.
Ability to build trust with non-technical audiences and make complex technology easy to understand.
Ability to work credibly with internal technical teams and relay customer feedback in an actionable form.
Strong written and verbal communication skills and a warm, consultative selling style.
Experience managing SMB or mid-market portfolios, with growth across many accounts rather than a small number of enterprise accounts.
Organized self-starter able to independently manage a high volume of accounts in a remote environment.
Comfort 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 growing customer accounts.
Serve as the primary point of contact for 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 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 deep product expertise and explain technical concepts in ways that are easy to understand.